Operations Customer Expert - Relocation Provided

FH Collective Academy; Belfast; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading digital banking provider is seeking Operations Customer Experts based in Lisbon, Portugal. You will manage customer queries, handle complex cases, and work in a dynamic multicultural team. Ideally, candidates have strong English skills and a year of BFSI experience in Ireland. The role also offers competitive compensation and various benefits, including a relocation package and private health insurance.

Benefits

Private health & dental insurance

Career development opportunities

Social and cultural activities

Relocation support

Qualifications

• C1/C2 level English proficiency is required.
• 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.
• Provide first-contact resolution wherever possible.
• Manage complex cases including disputes and fraud investigations.

Skills

Strong communication skills

Empathy

Decision-making

Adaptability to new tools

Problem-solving

Tools

Slack

GSuite

CRM

Job description

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

• C1/C2 English

• 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 Were 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

Compensation & Benefits

• 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

• One‑time relocation payment after probation

• Travel expenses to home country once per year

  Full legal & administrative support (NIF, social security, housing, etc.)

🩺 Other Perks:

• Private health & dental insurance (after contract signature)

• 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!