Operations Customer Expert FinTech & Digital Banking

About the Role

We are looking for an experienced and empathetic Operations Customer Expert to join a fast-growing team in Lisbon supporting a leading UK-based digital bank. In this role, you will be the primary point of contact for banking clients, delivering end-to-end support across complex queries, fraud investigations, and dispute resolutions.

Key Responsibilities

• Customer Support: Resolve customer inquiries via chat, calls, and emails, aiming for first-contact resolution while providing an exceptional experience.
• Complex Case Handling: Take full ownership of complex customer issues end-to-end, building trust and maintaining fairness.
• Disputes & Fraud: Support fraud investigations, dispute processes (including chargebacks), and complaint handling with high attention to detail.
• Vulnerable Customer Support: Identify and assist vulnerable customers, making necessary adjustments and escalating cases when required.
• Team Collaboration: Act as a subject matter expert, coaching teammates and providing feedback to improve training and internal procedures.

Requirements & Experience

• Banking Experience: Minimum 12 months of experience handling general banking or payments inquiries.
• Specialized Knowledge: Minimum 12 months of experience in supporting vulnerable customers, handling complaints, or managing Fraud & Disputes (including Mastercard or Visa scheme rules).
• Language Skills: Excellent written and verbal English communication skills (minimum C1 level).
• Performance Focus: Proven record of working toward targets and delivering high-quality customer service.
• Tech Proficiency: Familiarity with Slack, GSuite, and ability to learn new software tools quickly.
• Work Authorization: Must hold valid legal authorization to work in Portugal (EU Citizenship or valid Work Permit).

Training Program

• Duration: 12 working days (8 hours/day) of comprehensive, paid training prior to employment contract signature.
• Compensation: Daily training allowance provided for candidates who successfully complete the training period.

Salary & Benefits

• Base Salary: €929.00 / month
• Monthly Meal Allowance: €154.00 / month (paid tax-free via meal card, based on 22 working days)
• 13th & 14th Month Allowances: €154.84 / month (€77.42 Holiday + €77.42 Christmas allowance pro-rated monthly)
• Gross Monthly Package: ~€1,237.83
• Performance Bonus: Up to €100.00 / month (variable monthly bonus)
• Health Benefits: Private Health & Dental Insurance upon contract signature
• Vacation: 22 days paid annual leave + public holiday compensation days
• Workplace Amenities: Modern campus facilities with cafeteria, meeting rooms, balcony, and easy access to Gare do Oriente transport links.
• Career Growth: Opportunity for a permanent contract after 2 years
  
  you can also send me your CV by email: [email protected]