Customer Operations Agent For Banking Industry – Italian Speaker In Lisbon

Digital Bank; Viseu; On-site; EUR 18,000 - 24,000; Full time

Job summary

Digital Bank is seeking a Customer Operations Agent in Portugal to be the first contact for customers via phone, email, or chat, resolving enquiries quickly while upholding top-tier service.

You will own issues end-to-end, support fraud investigations and disputes, and assist vulnerable customers with care, requiring at least 1 year in banking or financial services and a customer-focused mindset.

Qualifications

• Minimum 1 year of experience in Banking, Financial Services, or Insurance.
• Experience supporting vulnerable customers, and handling complaints, or Fraud and Disputes with card schemes rules (e.g., Mastercard/Visa).
• Proven commitment to exceptional customer service and achieving targets.

Responsibilities

• Resolve customer queries via chat, call, or email with first-contact resolution.
• Own customer issues end-to-end, including complex cases.
• Support fraud investigations, disputes and chargebacks with care and accuracy.
• Identify and assist vulnerable customers, make adjustments, escalate when needed.
• Remain flexible and responsive to changing business and customer needs.

Skills

Italian (C1/C2) language

Customer service

Communication

Education

High school diploma

Job description

Are you passionate about delivering exceptional customer support and making a real impact? As a Customer Operations Agent, you'll be the first point of contact for our customers – whether it's via phone, email, or chat – resolving enquiries quickly and effectively.

Our Client Is a game-changing digital bank that is redefining the way we manage money. They entered the scene with a bold vision: to make banking smart, transparent, and truly customer-focused. No more confusing fees, no more waiting in lines, just a sleek, intuitive app that puts users in full control of their finances. From instant notifications to budgeting tools and fee‐free spending abroad, it quickly became the go-to choice for a new generation. It's not just a bank – it's banking the way it should be.

What you'll do

• Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution while providing an excellent experience;
• Own customer issues end-to-end, including complex cases, while building trust and embodying the company's values;
• Support fraud investigations, dispute resolution (including chargebacks), and complaints with care, fairness, and attention to detail;
• Identify and assist vulnerable customers, making necessary adjustments and escalating when needed;
• Remain flexible and responsive to changing business and customer needs.

Requirements

• C1/C2 level of Italian and at least 1 year of experience in Banking, Financial Services, or Insurance;
• Minimum academic qualifications: 12th grade;
• Previous experience in supporting vulnerable customers, and complaints handling, or Fraud and Disputes with experience of Mastercard or Visa scheme rules (minimum of 12 months);
• Experience in practicing excellent customer service principles;
• Prior demonstrated experience of working to targets.