Operations Customer Expert Digital Banking

Location: Lisbon, Portugal

Start Date: 16 March 2026

Contract Type: Full‑Time Portuguese Employment Contract

Work Model: On‑Site

Schedule: 24/7 Rotational Shifts (40h/week)

About the Project – Digital Banking, Reimagined

Join one of the most innovative digital banking platforms in Europe, originally launched in the UK and now trusted by millions worldwide. This bank is redefining financial services through transparency, cutting‑edge technology, and a customer‑first mindset — no hidden fees, no bureaucracy, just smart banking through an intuitive app.

This is your opportunity to be part of a fast‑growing fintech environment where customers, fairness, and innovation come first.

Role Overview

As an Operations Customer Expert, you will be the first point of contact for Spanish‑speaking customers, supporting them via phone, chat, and email. You will handle everything from daily banking questions to more complex topics such as fraud, disputes, and complaints, always ensuring a fair and high‑quality customer experience.

Youll combine structured processes with sound judgment to resolve issues efficiently and empathetically.

Key Responsibilities

• Deliver outstanding customer support across calls, chat, and email.
• Take full ownership of customer cases, including complex or sensitive situations.
• Support fraud investigations, chargebacks, disputes, and formal complaints.
• Identify vulnerable customers and provide appropriate care and adjustments.
• Ensure compliance with internal procedures and banking regulations.
• Collaborate with colleagues, sharing knowledge and best practices.
• Adapt quickly to new tools, processes, and evolving business needs.

Candidate Profile

Mandatory Requirements

• Native or fluent Spanish
• English B2 (UK) minimum
• At least 1 year of experience in Banking, Financial Services, or Insurance
• Strong customer service background in a regulated environment
• EU citizenship or valid Portuguese work permit

Candidates from LATAM can be considered

Nice to Have

• Experience in fraud, disputes, chargebacks, or complaints handling
• Familiarity with Visa/Mastercard scheme rules
• Experience supporting vulnerable customers

Skills & Competencies

• Excellent communication and empathy
• Strong decision‑making and problem‑solving skills
• Resilient and calm under pressure
• Detail‑oriented with strong sense of responsibility
• Team‑oriented, proactive, and customer‑focused

Training

• 12 working days
• Full‑time (8 hours/day)
• Paid and fully on‑site
• Designed to ensure confidence and success from day one

Salary & Compensation

With Company Apartment

• Base Salary: €892.00 gross/month
• Variable Bonus: €200.00 gross/month
• Total Monthly Gross: €1,092.00

Without Company Apartment

• Base Salary: €1,220.00 gross/month
• Variable Bonus: €200.00 gross/month
• Total Monthly Gross: €1,420.00

Bonuses are performance‑based and paid monthly.

Benefits

• Portuguese employment contract
• Paid annual leave according to Portuguese law
• Public holiday compensation
• Stable project within the financial sector
• Career development in digital banking & fintech operations
• Multicultural and supportive work environment

Why Join?

• Work in one of the fastest‑growing digital banks in Europe
• Gain valuable experience in banking operations and financial services
• Be part of a mission‑driven, customer‑centric culture
• Build an international career in Lisbon