Customer Service & Claims Team Lead - Banking Operations (Zinia)

buscojobs España; Madrid; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in the lending sector seeks a Customer Service & Claims Team Lead to ensure excellent customer service and manage financial disputes. This role offers a competitive salary, opportunities for growth, and participation in international projects within a dynamic, agile environment backed by Santander Group.

Servicios

Competitive salary and attractive benefits

Opportunities for growth within the company

Participation in international projects

Excellent work environment and social clubs

Formación

• Experience in a financial environment.
• Proven experience in financial back-office operations.
• High proficiency in English; German is an advantage.

Responsabilidades

• Ensure excellent customer service by addressing and resolving complaints.
• Manage disputes, customer payment issues, and operational support.
• Analyze customer feedback and develop action plans.

Conocimientos

Customer service

Dispute resolution

Operational process streamlining

Financial analysis

Customer feedback analysis

Educación

Engineering or Finance degree

Descripción del empleo

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

Madrid

EUR 40.000 - 60.000

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. Zinia simplifies shopping by offering interest-free installment payments quickly and transparently, supporting merchants across Europe with technology from Openbank and Santander Consumer Finance.

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

Zinia utilizes the technological expertise of Openbank, the digital-native bank of Santander Group, which is expanding internationally. Openbank offers customers simple and flexible banking options through its website and app.

Mission and Responsibilities:

The role's mission is to ensure excellent customer service by addressing and resolving complaints, claims, requests, and incidents promptly and effectively.

It involves managing disputes, customer payment issues, and operational support for strategic merchants.

Main Tasks:

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

Requirements:

• Experience in a financial environment.
• Engineering or Finance degree.
• Proven experience in financial back-office operations.
• Experience handling customer complaints/disputes related to cards, payments, or lending products.
• Experience in consumer finance is a plus.
• High proficiency in English; German is an advantage.
• Ability to streamline operational processes.

What We Offer:

• Join a dynamic, agile company expanding internationally.
• Work in a start-up environment backed by Santander Group.
• Competitive salary and attractive benefits.
• Opportunities for growth within the company and Group.
• Participation in international projects across different countries.
• Excellent work environment, social clubs, and events.

Interested in growing with us? Join our team!