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 💪🏼 🤟 Great, international colleagues who share your mindset 👩‍💻 Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly. 📚 We support growth with bunq Academy and €1500 annual learning budget 🚴‍♀️ A Multisport gym card for your health and wellbeing (in Turkey) 🇧🇬 Flex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle. 🚌 Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices 🌳) (In Turkey) 🧳 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 and €3k after 4 years to visit another core office. 💻 A MacBook so you can Get Shit Done with us 🥦 Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options ⚕️ Private health insurance, just in case 💸 Monthly contribution to your phone and internet bills (in Turkey) 🍻 Friday drinks 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.