<div class="content-intro">At Bondora, our mission is simple: to make finance easy, transparent, and accessible for everyone. Founded in 2008, we’ve helped more than 700,000 customers across Europe borrow and invest effortlessly through our trusted digital products. 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. Join us on this journey and let’s build the future of finance together!</div><h2 style="text-align: left;">What is this role about?</h2> 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. <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> Excellent written and verbal Finnish and English proficiency is required to communicate with and understand customers' queries <h2 style="line-height: 1.5; text-align: left;">What would ensure success in this role?</h2> Success in this role is determined by strong communication, customer focus, and disciplined adherence to support quality standards. The ideal candidate will have: <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 im

Customer Operations Specialist (Finnish language required)

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