Operations Customer Expert

FH Collective Academy; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading digital banking provider is hiring Operations Customer Experts to support their team. This role is based in Lisbon, Portugal, and offers an opportunity to build a career in financial services in a dynamic multicultural environment. Responsibilities include handling customer queries across various platforms and providing resolutions. The ideal candidate will have at least 12 months of customer service experience in BFSI. A relocation package is available for successful applicants.

Benefits

Relocation package

Travel expenses to home country once per year

Career development opportunities

Qualifications

• Minimum 12 months of experience in Customer Service or BFSI in Ireland.
• At least 1 year of professional BFSI experience in Ireland.

Responsibilities

• Handle customer queries via phone, chat, and email with empathy and efficiency.
• Provide first-contact resolution wherever possible.
• Manage complex cases end-to-end, including disputes and fraud investigations.
• Identify and assist vulnerable customers, escalating where necessary.

Skills

Strong communication and empathy skills

Confidence in decision-making

Ability to adapt quickly to new tools and processes

Resilience and problem-solving skills

Tools

Slack

GSuite

CRM

Job description

Belfast, United Kingdom Customer Support - E

Operations Customer Expert (Irish Market) – Relocation Provided

Location: Lisbon, Portugal

Contract: Full-time

Start Date: 16 October 2025

We are hiring Operations Customer Experts to support a leading digital banking provider. This role is based in Lisbon and offers a chance to build an international career in financial services while enjoying a dynamic, multicultural environment.

Your Responsibilities

Handle customer queries via phone, chat, and email with empathy and efficiency.

Provide first‑contact resolution wherever possible.

Manage complex cases end‑to‑end, including disputes, chargebacks, and fraud investigations.

Identify and assist vulnerable customers, escalating where necessary.

Document all interactions accurately in CRM systems.

Share feedback to improve training, processes, and customer experience.

Mandatory Requirements

• Minimum 12 months of experience in Customer Service or Banking / Financial Services / Insurance (BFSI) in Ireland

At least 1 year of professional BFSI experience in Ireland

(Applications not meeting these requirements cannot be considered)

What We’re Looking For

Strong communication and empathy skills.

Confidence in decision‑making, especially on complex cases.

Ability to adapt quickly to new tools and processes (Slack, GSuite, CRM).

Team player with resilience and problem‑solving skills.

• Without apartment: €2,012 gross/month + up to €300 performance bonus
• With apartment (utilities & cleaning included): €1,966 gross/month + up to €300 performance bonus

Relocation Package

• Company‑provided apartment (utilities & cleaning included) OR housing allowance
• Travel expenses to home country once per year
• Full legal & administrative support (NIF, social security, housing, etc.)

Career Development & Internal Mobility

Career development & internal mobility opportunities.

Social, cultural, and sports activities in Lisbon.

Language courses & e‑learning.

If you meet the mandatory requirements and are available to start on 16 October 2025, apply now and join a growing team in the digital banking sector!