What is this role about?

As the Customer Operations Specialist, you'll play a key role in ensuring borrowers receive timely, accurate support while safeguarding service quality and compliance. Collaboration is crucial, as you'll work closely with product, compliance/AML, and collections teams to maintain strong customer satisfaction and optimize support processes for peak performance. This position requires a combination of customer communication, process improvement, and risk-awareness, making it an exciting and impactful opportunity to enhance our organization's customer experience.

Must-have: Strong Finnish and English communication, structured problem-solving, ability to handle pressure, and customer-centric approach.

• Address customer queries via the company's approved channels in a timely manner, troubleshoot errors or bugs, and escalate issue trends to leadership with possible solutions.
• Perform translations and proofreading of borrower product content to ensure accuracy and clarity across languages.
• Drive process improvement and keep process guides up to date based on recurring issues and feedback.
• Monitor and evaluate customer feedback and complaints to pinpoint areas for improvement, working closely with other teams to ensure high customer satisfaction.
• Handle debt collection tasks and client-related AML activities (monitoring, screening, risk-related work) and GDPR tasks per agreed priority levels.
• Maintain accurate documentation of the support process, audits, results, and action points, and prepare and prioritize business requirements for changes that improve efficiency and accuracy.

Excellent written and verbal Finnish and English proficiency is required to communicate with and understand customers' queries

What would ensure success in this role?

Success in this role is determined by strong communication, customer focus, and disciplined adherence to support quality standards. The ideal candidate will have:

• Proven experience in customer support, including handling live phone calls — experience in the financial sector (fintech, banks, debt collection, brokers) is a plus.
• Strong written and verbal communication skills in Finnish and English.
• Ability to use approved AI tools to improve response quality and efficiency, verifying outputs for accuracy and tone before use.
• Experience with support metrics & KPIs (CSAT/DSAT, FCR, FRT, RT) and how they inform team performance.
• Ability to protect customer data and apply sound judgment on when to escalate an issue.

What can you expect at Bondora? 

• Contribute to Bondora’s ambitious goal of reaching 1BN in revenue. Your skills and efforts will directly impact our growth trajectory and shape the future of our company.

• Bondora operates across multiple European countries, but Finland is a key market, meaning your role is essential in ensuring a great customer experience.

• Bondora has cross-functional teams, meaning support isn’t just a silo. You’ll work alongside product, operations, and recovery teams to ensure customers have a smooth experience. This means your voice matters in improving customer support processes.

• Our employees deserve the best. We recognize our people with a competitive salary and a generous benefits package (5 weeks of vacation, private healthcare compensation, hobby grant, mental healthcare support, share options and much more!)

• We provide an environment that encourages your personal and professional growth. As we constantly evolve and innovate, you’ll have endless opportunities (and budget) to expand your skills and skyrocket your career.

The next steps

If you have the guts, ideas, and a team vision, apply now!