In this role, you will:

• Process cancellations requests (account closures both user initiated and manual)
• Perform premium membership cancellations (downgrades)
• Perform payouts post account closure (e.g. customer receives a refund on a closed account)
• Analyse root causes behind our customer cancellations
• Increase customer retention by offering alternative paths in their relationship with N26
• Serve as a point of contact in CS for all things cancellation and retention related
• Liaise with other teams and departments to propose improvements and changes to our product/processes
• Serve as a stake-holder for several Project Management processes where Customer Retention is affected
• Document cancellation related processes and share information with all levels of our CS structure
• Liaise with Security and Legal departments for approvals for proposed changes

What you’ll need to be successful:

• Fluent in written and spoken Spanish.
• Excellent communication skills, verbal and written 
• Knowledge and experience with the existing cancellation & the downgrade processes
• An organised way of work and ability to prioritise
• Customer-centric and solution-oriented personality
• Responsibility, eagerness to learn and help, being proactive, taking ownership and a "can do" attitude
• Adaptability to a constantly changing and fast paced team environment
• Experience with Spreadsheets & SQL is a plus but not essential

What’s in it for you:

• Accelerate your career growth by joining one of Europe’s most talked about disruptors.
• Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation. 
• As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.    
• Additional day of annual leave for each year of service.  
• A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and backgrounds. 
• A relocation package with visa support for those who need it.

Who we are

N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.

We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do. 

We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.

Sounds good? Apply now for this position.

Equal Opportunities:

We recognize that our strength lies in our people and the varied perspectives they bring to our workforce. We strive to build talented and diverse teams to drive our business success and empower our people to reach their full potential.

We genuinely welcome and encourage applications from people of all backgrounds, cultures, genders, sexual orientations, abilities, neurodiversities, and ages. We're committed to creating an inclusive workspace where everyone feels valued and respected, free from harassment and discrimination. If there's anything you need to make the application process work for you, please let us know by reaching out to candidate.exp@n26.com. 

Visit our website to learn more about Diversity, Equity, & Inclusion at N26.