Customer Operations Agent For Banking – Italian Speaker

Tp Portugal; Lisboa; On-site; EUR 15,000 - 20,000; Full time

Job summary

Tp Portugal is seeking a Customer Operations Agent in Lisbon to act as the first point of contact for customers via chat, phone, or email. You’ll resolve inquiries quickly, own issues end-to-end, and support fraud investigations while upholding the company’s values.

The role requires Italian (C1/C2) and English (B2), 12th grade or equivalent, and 1+ year in Banking/FS/Insurance with experience handling vulnerable customers and complaints.

Qualifications

• Italian at C1/C2 level and English at B2 level are required.
• Minimum qualification: 12th grade.
• 1+ year experience in Banking, Financial Services, or Insurance.
• Experience in supporting vulnerable customers and complaints handling or Fraud & Disputes with card scheme knowledge (Mastercard/Visa).
• Excellent customer service principles and adherence to targets.

Responsibilities

• Resolve queries via chat, phone, or email with first-contact resolution.
• Own issues end-to-end, including complex cases, upholding trust and values.
• Support fraud investigations, dispute resolution, and complaints with care and accuracy.
• Identify and assist vulnerable customers and escalate when needed.
• Stay flexible to changing business and customer needs.

Skills

Italian (C1/C2)

English (B2)

Customer service

Fraud & disputes

Vulnerable customers handling

Target-driven

Education

12th grade

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.

• C1/C2 level of Italian and at least 1 year of experience in Banking, Financial Services, or Insurance;
• Proficiency in English (B2);
• 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.