Offboarding Agent

About the role

Our users trust us to keep their money safe and their banking experience stable. As our Offboarding Agent, you'll handle sensitive account closures quickly, fairly, and in line with regulations. You'll make sure users are clearly informed, funds are handled securely, and the process remains professional, compliant, and respectful from start to finish. Take Ownership As an Offboarding Agent, you'll own the final stage of the user journey for accounts that need to be closed due to misuse, fraud, money laundering, or policy violations. Specifically, you'll be in charge of: ⚡ Swift and accurate offboarding: Handle offboarding escalations, formal complaints, and manual refunds quickly, accurately, and within the required deadlines. 💬 Clear user communication: Make sure users understand the decision, timeline, next steps, and what will happen with their funds. 🔐 Secure handling of funds and assets: Ensure funds, crypto, and stocks are handled securely and transparently, in line with laws, regulations, and internal policies. 🧠 Risk-based case handling: Assess higher-risk cases carefully, use the right workflows and tools, and make sure decisions are properly justified and documented. 🛠️ Process improvement: Identify recurring issues, work with stakeholders to fix root causes, and help improve offboarding workflows, automation, and user communication. You have experience or strong interest in fraud, AML, financial investigations, risk operations, or compliance-related processes. You can assess sensitive cases carefully and make accurate, risk-based decisions. You communicate clearly and empathetically, while keeping the user experience in mind. You are structured, detail-oriented, and reliable when following policies, deadlines, and escalation paths. You look for ways to improve processes, automation, and efficiency, and are comfortable using AI tools and data-driven systems. You are available for night shifts and weekends when needed. Curious to see how we make life easy? - try the bunq app , it only takes 5 minutes to sign up 🌈 Your space to perform We give you the space and the tools you need to succeed 💪🏼 🤟 Join forces with great colleagues across the globe to revolutionize banking 🌟 Make lasting impact by working on complex & exciting challenges 📚 Accelerate your career growth with bunq Academy and a 1500 EUR annual learning budget 🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle. 💻 A Macbook to keep with you while you're with us 👩💻 Hybrid setup: after 3 month in-office, work 2 days remote, 3 days in-office weekly 🧳 Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration 🚀 We reward tenure with a dedicated travel budget: €1.5k after 2 years 🍪 Lunch and snacks at the office, vegan options included ⚕️ Private health insurance, just in case 🍻 Friday drinks, team events, and other celebrations - bunq style! All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.

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