Banking & Payments Customer Expert for End-to-End Support

Cross Border Talents; Lisboa; On-site; EUR 18,000 - 26,000; Full time

Job summary

Cross Border Talents is seeking an Operations Customer Expert – Banking & Payments to provide professional support via phone, email and chat from our Lisbon office. You will resolve banking and payments enquiries while delivering exceptional customer experiences in a fast-paced environment.

Responsibilities include resolving queries, handling fraud investigations and disputes, supporting vulnerable customers, and contributing to process improvements.

Qualifications

• 12 months' experience in banking or payments enquiries.
• 12 months' experience with vulnerable customers, complaints, fraud, or disputes.
• Knowledge of Mastercard or Visa scheme rules.
• C1 English with excellent written and verbal communication.
• Experience working toward targets and delivering high-quality customer service.
• Strong empathy, decision-making, problem-solving, and communication skills.

Responsibilities

• Provide professional customer support through phone, email, and chat, resolving banking and payments-related enquiries.
• Resolve customer queries and complex cases efficiently, aiming for first-contact resolution.
• Handle fraud investigations, disputes, chargebacks, and complaints.
• Support vulnerable customers with empathy and appropriate adjustments.
• Manage customer issues end-to-end and make fair, informed decisions.
• Coach and support teammates while contributing to process improvements.

Skills

Customer service

Fraud handling

Empathy

Communication

Problem solving

Decision making

Target driven

Job description

Cross Border Talents is seeking an Operations Customer Expert – Banking & Payments to provide professional support via phone, email and chat from our Lisbon office. You will resolve banking and payments enquiries while delivering exceptional customer experiences in a fast-paced environment.

Responsibilities include resolving queries, handling fraud investigations and disputes, supporting vulnerable customers, and contributing to process improvements.