Operations Customer Expert Banking & Payments

Operations Customer Expert – Banking & Payments
Location: Lisbon, Portugal
Work Mode: Onsite
Work Period: 40hours per week & rotational shifts

Language: English

Start date: 15/10/2026

Provide professional customer support through phone, email, and chat, resolving banking and payments-related enquiries while delivering excellent customer experiences.
Key Responsibilities
Resolve customer queries and complex cases efficiently, aiming for first-contact resolution.
Handle fraud investigations, disputes, chargebacks, and complaints.
Support vulnerable customers with empathy and appropriate adjustments.
Manage customer issues end-to-end and make fair, informed decisions.
Coach and support teammates while contributing to process improvements.
Adapt to changing customer and business needs while maintaining service quality.
Requirements
Minimum 12 months' experience in banking or payments enquiries.
Minimum 12 months' experience with vulnerable customers, complaints, fraud, or disputes.
Knowledge of Mastercard or Visa scheme rules.
C1 English with excellent written and verbal communication.
Experience working toward targets and delivering high-quality customer service.
Strong empathy, decision-making, problem-solving, and communication skills.
Ability to learn and work effectively with digital tools and multiple systems