Customer Experience Specialist – Brokerage

About the role

TBC Capital, an investment banking and brokerage firm in Georgia, is looking for a Customer Experience Specialist to join its Brokerage team. The specialist turns client feedback into action: understanding why clients are dissatisfied, coordinating timely resolutions and spotting opportunities to improve products, services and processes.

Key responsibilities

• Monitor, analyse and prioritise negative feedback, low ratings and client comments received daily through Medallia and other channels.
• Contact clients by phone to understand their concerns and gather detailed information.
• Investigate issues, propose solutions within authority and escalate complex cases to the relevant teams.
• Coordinate resolution across teams, keep clients informed and document concerns, root causes and actions in Medallia or other systems.
• Record recurring issues and process gaps, share findings and initiate improvement projects.
• Prepare recommendations for complex cases and support client-facing and internal teams.
• Work with Legal, Risk, Compliance, Product, Operations and IT teams and meet SLA targets.
• Produce analytical summaries of feedback and update the manager regularly.

Required profile

• University degree, preferably in Business, Finance, Banking, Communications or a related field.
• At least 1.5 years of experience in banking or financial services.
• Preferred: customer service, complaints management, contact centre or client-facing experience, and knowledge of brokerage and investment products.
• Proficiency in Georgian, English and Russian.

Required skills

• Working knowledge of Microsoft Office; Medallia or similar feedback/CRM systems is an advantage.
• Analytical thinking, attention to detail and strong problem-solving skills.
• Clear verbal and written communication and ability to handle difficult conversations.