English speaker Operations Customer Expert for Banking industry

Nexusbal; Dundee; Hybrid; EUR 28,000 - 35,000; Full time

Job summary

A customer service provider is seeking a skilled professional to join their team in Lisbon, Portugal. The role involves resolving customer queries with empathy, supporting fraud detection, and delivering excellent customer service. Candidates should have fluent English and at least 12 months of experience in fraud, disputes, or complaints handling. Attractive perks include health insurance, relocation support, and personal development opportunities.

Benefits

Health insurance from your first day

Career development and training opportunities

Relocation support: flight refund & option for company-provided accommodation

Annual return flight to home country (within Europe)

Free Portuguese lessons, sports activities & team events

Opportunity to collaborate with industry leaders

Qualifications

• Minimum 12 months in fraud, disputes, or complaints handling.
• Experience in delivering excellent customer support.
• Knowledge of Mastercard/Visa rules is a plus.

Responsibilities

• Resolve customer queries via chat, call, or email.
• Own customer cases end-to-end, including complex investigations.
• Support fraud detection and dispute resolution.
• Identify and assist vulnerable customers.
• Collaborate with peers to improve processes.

Skills

Fluent English (C1/C2)

Customer service experience

Fraud handling knowledge

Performance target achievement

Job description

Are you passionate about delivering outstanding customer service and ready for a new adventure in Lisbon? We're looking for a skilled professional to join our team and make a real difference in our customers' lives.

Mandatory Eu passport ( no Visa sponsorship)

What You’ll Do:

• Resolve customer queries via chat, call, or email with empathy and efficiency
• Own customer cases end-to-end, including complex investigations
• Support fraud detection, disputes (e.g., chargebacks), and complaint resolution
• Identify and assist vulnerable customers, escalating when necessary
• Collaborate with peers to improve processes and provide feedback
• Stay agile and responsive to evolving customer and business needs

What You’ll Bring:

• Fluent English (C1/C2) and proven customer service experience (preferably in Ireland)
• At least 12 months of experience in fraud, disputes, or complaints handling (Mastercard/Visa rules knowledge a plus)
• A track record of working to performance targets
• Commitment to excellence in customer support and care

Perks & Benefits:

• Health insurance from your first day
• Career development and training opportunities
• Relocation support: flight refund & option to live in company-provided apartments
• Annual return flight to your home country (within Europe)
• Free Portuguese lessons, sports activities & team events
• The chance to collaborate with industry leaders
• Location: Lisbon, Portugal