Customer Service & Claims team lead - Banking Operations (Zinia)

Santander USA; Madrid; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

An innovative firm is seeking a Customer Servicing Team Lead to drive exceptional customer experiences in a dynamic financial environment. This role offers a unique opportunity to manage customer disputes and claims while leading a team dedicated to optimizing operational processes. Join a rapidly expanding platform that combines cutting-edge technology with customer-focused solutions, and be part of a culture that values growth, collaboration, and excellence. If you are passionate about customer service and have a strong background in finance, this is the perfect opportunity for you to make a meaningful impact.

Servicios

Competitive salary and benefits

Opportunities for growth

Participation in international projects

Excellent work environment with social activities

Formación

• Over 7 years of experience in a financial environment.
• Proven experience in financial back-office operations.

Responsabilidades

• Ensure excellent customer service by managing complaints and claims.
• Review and resolve disputes and payment issues.

Conocimientos

Customer Service Experience

Team Management

Financial Operations

Dispute Resolution

Database Queries (SQL)

English Proficiency

German Proficiency

Educación

Degree in Engineering

Degree in Finance

Descripción del empleo

Zinia Customer Servicing Team Lead

Country: Spain

Customer Service & Claims team lead - Banking Operations (Zinia)

Zinia is the new checkout lending platform of the Santander Group. It simplifies shopping by offering interest-free installment payments, powering merchants across Europe with technology from Openbank and Santander Consumer Finance.

This role offers an exciting opportunity to contribute to a growing market within lending, cobranded credit cards, and buy-now-pay-later sectors, with expansion across various countries and leading merchants.

Zinia utilizes the technological resources of Openbank, the digital-native bank of Santander Group, which is expanding internationally. Openbank provides customers with simple, flexible banking options via its website and app.

Mission and Responsibilities

The primary goal is to ensure excellent customer service by managing complaints, claims, requests, and incidents effectively and promptly.

Responsibilities include addressing customer disputes, claims, payment issues requiring operational review, and providing support to strategic merchants.

Main tasks:

• Review, analyze, and resolve disputes and claims.
• Reconcile customer payment discrepancies.
• Manage payment incidents.
• Support customer service operations.
• Handle fraud, disputes, complaints, and claims.
• Coordinate with merchants for review and reporting.
• Reconcile unmatched payments (non-automatable residual cases).
• Analyze customer feedback, generate internal reports, and develop action plans.

Qualifications

• Over 7 years of experience in a financial environment.
• Degree in Engineering or Finance.
• Experience in team management.
• Proven experience in financial back-office operations.
• Experience handling customer complaints/disputes related to cards, payments, or lending products.
• Experience in consumer finance is advantageous.
• High proficiency in English; German is a plus.
• Ability to optimize operational processes.
• Customer-focused approach.
• Technical skills in database queries (e.g., SQL).

What We Offer

• Joining a dynamic, internationally expanding company.
• Working in a start-up environment supported by Santander Group.
• Competitive salary and benefits.
• Opportunities for growth within the company and group.
• Participation in international projects.
• Excellent work environment with social activities.

Interested in growing with us? Join our team!

We are an equal opportunity employer. All applications are considered regardless of gender identity, sexual orientation, ethnicity, religion, age, political beliefs, union membership, or disability.

Recruitment decisions are based on experience and skills. We value passion for discovery, invention, simplification, and building.

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