Customer Experience Specialist – Brokerage

Company Description

TBC Capital is an investment banking and brokerage firm in Georgia, connecting individuals and businesses with investment opportunities and capital markets. Through our products, expertise and digital solutions, we help clients make informed financial decisions and achieve their goals.

We bring together curious, ambitious and driven people who take ownership, embrace innovation and put clients at the heart of what they do.

 

About the Role

We are looking for a Customer Experience Specialist to join our Brokerage team and help improve the experience we deliver to our clients.

In this role, you will turn client feedback into meaningful action: understand the reasons behind dissatisfaction, coordinate timely resolution and identify opportunities to improve our products, services and processes.

 

Job Description

 

• Monitor, analyse and prioritise negative feedback, low ratings and client comments received through Medallia and other feedback channels on a daily basis.
• Contact clients by phone to understand their concerns, identify the underlying reasons for dissatisfaction and gather detailed information.
• Thoroughly investigate client issues and determine appropriate solutions within your authority, balancing client needs with TBC Capital’s policies and business interests.
• Resolve issues within the scope of the role and escalate cases requiring additional expertise or approval to the relevant teams.
• Coordinate the resolution process across teams and keep clients informed of progress and final outcomes.
• Accurately document client concerns, root causes, actions taken and feedback in Medallia or other designated systems.
• Identify and record client pain points in a dedicated tracking form.
• Identify recurring issues, systemic problems and process gaps, and share findings with the relevant teams.
• Initiate improvement projects to address the root causes of recurring problems and enhance the client experience.
• Prepare recommendations for complex or non-standard cases and coordinate the necessary reviews and approvals.
• Support client-facing and internal teams with feedback-related enquiries, procedural questions and complex cases.
• Work closely with Legal, Risk, Compliance, Product, Operations and IT teams to ensure timely and effective resolution.
• Base decisions and recommendations on verified facts, client feedback and applicable internal policies and procedures.
• Meet service-level agreement (SLA) targets and ensure timely follow-up with clients.
• Prepare concise analytical summaries of client feedback, highlighting key drivers of dissatisfaction, recurring issues, trends and improvement opportunities.
• Provide regular updates to your manager on ongoing cases, identified issues and proposed actions.

Qualifications

 

• A university degree, preferably in Business, Finance, Banking, Communications or a related field.
• At least 1.5 years of experience in banking or financial services.
• Good understanding of financial products, client service processes and operations; knowledge of brokerage services and investment products would be an advantage.
• Experience in customer service, complaints management, client-facing roles, contact centres or operations is preferred.
• Experience communicating with clients both verbally and in writing.
• Experience handling client dissatisfaction, complaints or complex cases.
• Strong analytical skills, including the ability to identify root causes and understand cause-and-effect relationships.
• Working knowledge of Microsoft Office applications.
• Experience using Medallia or other customer feedback or CRM systems would be an advantage.
• Proficiency in Georgian, English and Russian sufficient to communicate effectively with local and international clients.

 

Key Skills and Competencies

• Analytical thinking and attention to detail.
• A client-focused approach and sound judgement.
• Clear and effective verbal and written communication.
• Ability to manage conflict and emotionally challenging conversations.
• Strong problem-solving skills.
• Ability to negotiate and coordinate effectively with internal and external stakeholders.
• A strong sense of ownership, accountability and organisation.
• Willingness to use AI tools and adopt new technologies.

Additional Information

TBC processes the personal data of the candidate in order to determine the suitability of the candidate for the vacancy, in accordance with the requirements of the Law of Georgia on Personal Data Protection. Information about the candidate may also be processed to determine the suitability of the candidate for future vacancies. Information about the candidate is stored for a maximum of 3 years. In case you do not want further data processing, want to change or delete data, please follow the link and contact us through the communication channels located at the same link https://tbcbank.ge/en/privacy-policy

TBC shares its information with companies included in the TBC Bank Group PLC. Subsidiary companies also ensure personal data processing in accordance with the law. If you do not wish to share your data with TBC Group companies, please contact us at the same link https://tbcbank.ge/en/privacy-policy

TBC conducts the candidate selection process in compliance with the requirements of the Law on the Elimination of All Forms of Discrimination and the principles of equal treatment, eliminating discrimination on any grounds. If you observe any signs of discriminatory treatment, you can report the incident and be assured that your notification will be followed by appropriate action. At TBC, you can raise your voice through various communication channels and report an incident either anonymously or openly:

• Anonymous web form #1 - https://form.jotform.me/tbcbank/anonymous-hotline
• Anonymous web form #2 - https://app.safecall.co.uk/ka/file-a-report
• Anonymous hotline - 0800 100 268
• Anonymous letter
• Email - the address and detailed information regarding the anonymous reporting of an incident can be found on the website – Anonymous Hotline

We will contact only those candidates who pass the first stage of the selection process and are granted candidate status.