Offboarding Agent

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.

You'll take ownership of the final stage of the user journey for accounts that need to be closed due to misuse, fraud, money laundering, or policy violations. Your responsibilities will include:

• Handling offboarding escalations, formal complaints, and manual refunds quickly, accurately, and within the required deadlines.
• Ensuring users understand the decision, timeline, next steps, and what will happen with their funds.
• Handling funds, crypto, and stocks securely and transparently, in line with laws, regulations, and internal policies.
• Assessing higher-risk cases carefully, using the right workflows and tools, and making sure decisions are properly justified and documented.
• Identifying recurring issues, working with stakeholders to fix root causes, and helping improve offboarding workflows, automation, and user communication.

Requirements:

• Experience or strong interest in fraud, AML, financial investigations, risk operations, or compliance-related processes.
• Ability to assess sensitive cases carefully and make accurate, risk-based decisions.
• Strong communication skills, with the ability to communicate clearly and empathetically while keeping the user experience in mind.
• Structured, detail-oriented, and reliable when following policies, deadlines, and escalation paths.
• Willingness to look for ways to improve processes, automation, and efficiency, and comfort using AI tools and data-driven systems.
• Availability for night shifts and weekends when needed.

Benefits:

• Space to perform and the tools you need to succeed.
• Opportunity to 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!