<div class="content-intro"><p>At Bondora, our mission is simple: to make finance easy, transparent, and accessible for everyone.</p> <p>Founded in 2008, we’ve helped more than 700,000 customers across Europe borrow and invest effortlessly through our trusted digital products.</p> <p>As a rapidly growing financial technology company, we’re reaching new heights with a bold vision. We’re set to acquire a banking license, unlocking a world of possibilities for our customers. This transition will allow us to expand our lending across more EU countries and broaden our product suite to deliver even more value.</p> <p>Join us on this journey and let’s build the future of finance together!</p></div><h2 style="text-align: left;"><span style="color: rgb(53, 152, 219);">What is this role about?</span></h2> <p class="p1" style="text-align: left;">As the <strong>Customer Operations Specialist</strong>, 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.</p> <p class="p1" style="text-align: left;"><strong>Must-have:</strong> <em>Strong Finnish and English communication, structured problem-solving, ability to handle pressure, and customer-centric approach.</em></p> <ul class="ul1" style="text-align: left;"> <li class="li1">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.</li> <li class="li1">Perform translations and proofreading of borrower product content to ensure accuracy and clarity across languages.</li> <li class="li1">Drive process improvement and keep process guides up to date based on recurring issues and feedback.</li> <li class="li1">Monitor and evaluate customer feedback and complaints to pinpoint areas for improvement, working closely with other teams to ensure high customer satisfaction.</li> <li class="li1">Handle debt collection tasks and client-related AML activities (monitoring, screening, risk-related work) and GDPR tasks per agreed priority levels.</li> <li class="li1">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.</li> </ul> <p class="p1" style="text-align: left;"> </p> <p class="p1" style="text-align: left;"><em>Excellent written and verbal Finnish and English proficiency is required to communicate with and understand customers' queries</em></p> <h2 style="line-height: 1.5; text-align: left;"><span style="color: rgb(53, 152, 219);">What would ensure success in this role?</span></h2> <p class="p1" style="text-align: left;">Success in this role is determined by strong communication, customer focus, and disciplined adherence to support quality standards. The ideal candidate will have:</p> <ul class="ul1" style="text-align: left;"> <li class="li1">Proven experience in customer support, including handling live phone calls — experience in the financial sector (fintech, banks, debt collection, brokers) is a plus.</li> <li class="li1">Strong written and verbal communication skills in Finnish and English.</li> <li class="li1">Ability to use approved AI tools to improve response quality and efficiency, verifying outputs for accuracy and tone before use.</li> <li class="li1">Experience with support metrics & KPIs (CSAT/DSAT, FCR, FRT, RT) and how they inform team performance.</li> <li class="li1">Ability to protect customer data and apply sound judgment on when to escalate an issue.</li> </ul> <h2 style="text-align: left;"><span class="EOP SCXW133848558 BCX4" style="color: rgb(53, 152, 219);" data-ccp-props="{"134233117":false,"134233118":false,"134245418":true,"134245529":true,"201341983":0,"335551550":1,"335551620":1,"335559685":0,"335559737":0,"335559738":40,"335559739":0,"335559740":259}">What can you expect at Bondora? </span></h2> <ul class="p-rich_text_list p-rich_text_list__bullet" style="text-align: left;" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li style="line-height: 1.5;" data-stringify-indent="0" data-stringify-border="0">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.</li> <li> <p data-renderer-start-pos="3224" data-local-id="fbd73bc9df88">Bondora operates across multiple European countries, but Finland is a key market, meaning your role is essential in ensuring a great customer experience.</p> </li> <li> <p data-renderer-start-pos="3635" data-local-id="52032c852948">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.</p> </li> <li> <p data-renderer-start-pos="3635" data-local-id="52032c852948">Our employees deserve the best. We recognize our people with a competitive salary and a generous benefits package (5 weeks of vacati