bunq
FinTech
OffboardingAgent
Neural analysis suggests this role is
optimal for mid candidates.
“Offboarding Agent at bunq. Skills: Account closures, Risk assessment, Process improvement. Handle offboarding escalations. Handle formal complaints”
Industry & Context.
Root cause analysis
Night shifts, Weekends
What They're Looking For.
Must Have
Experience in fraud, Experience in AML, Experience in financial investigations, Experience in risk operations, Experience in compliance-related processes, Assess sensitive cases carefully, Make accurate, risk-based decisions, Communicate clearly and empathetically, Keep user experience in mind, Structured, Detail-oriented, Reliable when following policies, Reliable when following deadlines, Reliable when following escalation paths, Look for ways to improve processes, Look for ways to improve automation, Look for ways to improve efficiency, Comfortable using AI tools, Comfortable using data-driven systems, Available for night shifts, Available for weekends
Nice to Have
Interest in fraud, Interest in AML, Interest in financial investigations, Interest in risk operations, Interest in compliance-related processes
What You'll Do.
Handle offboarding escalations
Handle formal complaints
Handle manual refunds
Inform users about decisions
Inform users about timelines
Inform users about next steps
Inform users about fund handling
Handle funds securely
Handle assets securely
Handle crypto securely
Handle stocks securely
Assess higher-risk cases
Identify recurring issues
Improve offboarding workflows
Improve user communication
How You'll Work.
Team & Collaboration
Work with stakeholders
Communication Scope
Clear user communication
Full Job Description
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. ## Requirements * 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. C
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