Customer Experience Associate (Spanish)

Description

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG – the future gets built here.

The Perks

• Hybrid working

• Home office equipment reimbursement

• Annual financial bonus

• Private medical cover for you and your family/partner (Medicover)

• Multikafeteria system (you can choose a multisport card, vouchers, etc.)

• Life insurance (Generali)

• Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual budget for organizing events & projects that foster an open, diverse, and inclusive culture

• Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform

• Well-being events as well as Employee Assistance Programme

• Summer picnic, New Year party and other social events

• 3 additional days off a year - 1 to celebrate your Birthday and 2 for voluntary work 😊

Key Accountabilities

• Deliver digital -first support via Intercom across a range of query types

• Achieve high productivity and quality targets, with 80%+ CSAT scores consistently

• Collaborate wit h local and g lobal team members across our operations department to ensure seamless customer journeys and fast resolution

• Understand when to escalate to senior team members to deliver the best outcomes for customers

• Ensure first -time resolution wherever possible, and take full ownership of each interaction and query for the best customer outcomes

• Champion customer experience and advocate for process improvements

• Contribute to training materials and process documentation

How we work

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

Key Qualification Requirements:

• Genuine passion for customer service excellence

• Empathy and emotional intelligence in client interactions

• Ability to de -escalate difficult situations professionally

• Drive to achieve positive customer outcomes

• Self -motivated with high personal accountability

• Resilient under pressure with strong time management

• Collaborative approach while maintaining individual productivity

• Continuous improvement mindset

• Additionally for the position apart of English, it is required Spanish.

• Strong numerical aptitude and attention to detail

• Analytical mindset with problem -solving orientation

• Ability to master complex financial products and trading concepts rapidly

• Digital proficiency across multiple platforms and systems

• Proven track record in customer service excellence

• Demonstrated ability to handle complex, sensitive customer issues

• Strong communication skills across digital and phone channels

• Proactive, collaborative and curious

• Excellent problem-solving skills

• Fluency in English (written and verbal) and fluency in Spanish close to native.

• Interest in financial markets and trading (experience advantageous)

• Previous experience with financial products, derivatives, or trading platforms

• Experience working in fast -paced, target -driven environment