Customer Operations Associate, Transfers

About Freetrade Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings.

We’re changing that.

We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in.

2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space.

This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers.

As a Customer Operations Associate, you’ll join our Transfers team within Operations, where your initial focus will be on building deep expertise in transfers and delivering great outcomes for our customers.

You’ll help customers move their investment accounts and assets into and out of the company, owning cases from start to finish and working with customers, external counter parties and teams across the business to make sure transfers are completed accurately, efficiently and within the required timelines.

This is detailed, deadline-driven work where accuracy, ownership and follow-through really matter. You’ll develop a strong understanding of the rules and regulations governing ISA transfers, alongside the operational processes involved in cash and stock transfers, valuations, asset acceptance and CREST. You will also build experience across areas such as JISAs, fund transfers and European stock transfers.

At the centre of the role is genuine care about getting the customer the right outcome. We’re looking for people who take ownership, care deeply about the experience customers have and are willing to follow a problem through until it’s resolved.

Your initial focus will be Transfers, but our longer-term ambition is to build a more cross-trained and flexible Operations team. As you develop, there may be opportunities to gain exposure to other areas such as Payments, Corporate Actions, Trading & Settlements, Customer Service and Complaints, helping you build a broader understanding of how Operations works and how different workflows connect.

This isn’t a rotation programme, and there’s no set timeline or expectation that you’ll move between teams. Opportunities to broaden your knowledge will depend on your development, team priorities and the needs of the business.

Our aim is to develop operators with both depth and breadth across Operations - people who understand their own area deeply, can connect the dots across different workflows and use that knowledge to get better outcomes for customers.

AI and automation are a real part of how Operations is evolving at the company. We’re looking for people who are genuinely enthusiastic about using technology to continuously improve their work - actively finding ways to work faster and smarter and contributing to automation and efficiency improvements as they go.

• Own transfer cases from start to finish, helping customers move ISA, JISA, GIA and SIPP accounts and assets into and out of the company, with a focus on accuracy and a smooth customer outcome

• Process transfer applications accurately and within agreed SLAs.

• Process valuations and provide acceptance of assets within agreed SLAs.

• Chase and monitor transfer progress with external counter parties and customers, taking ownership of cases through to completion.

• Build a strong working knowledge of ISA and SIPP transfer rules, regulations and operational requirements.

• Work with CREST processes and develop your understanding of stock and asset transfers.

• Provide technical support to our Customer Service team, helping them answer customer queries accurately and efficiently.

• Communicate clearly with customers through email and in-app chat and, as our…