Digital Banking Support Specialist - Lisbon (On-site)

Cross Border Talents; Lisboa; Presencial; EUR 26 000 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private health insurance

Dental insurance

On-site Lisbon office

Comprehensive onboarding and training

International work environment

Resumo da oferta

Cross Border Talents in Lisbon is seeking an Operations Customer Expert (Digital Banking) to join an international customer operations team. You will be the first point of contact for customers, delivering support via phone, chat, and email while resolving a wide range of banking-related enquiries.

This role emphasizes handling vulnerable customers, resolving issues end-to-end, and contributing to fraud investigations and dispute handling in a dynamic, multicultural setting.

Qualificações

• Minimum 12 months in general banking or payments enquiries.
• Experience supporting vulnerable customers and handling complaints or fraud disputes.
• Excellent English communication skills, C1 minimum.
• Proven ability to deliver exceptional customer service.
• Experience working toward KPIs and performance targets.
• Strong problem-solving, decision-making, and analytical abilities.

Responsabilidades

• Resolve inquiries via chat, phone and email, with first-contact resolution.
• Take ownership of customer issues from initial contact through to resolution.
• Handle complex customer cases while ensuring a high-quality customer experience.
• Support fraud investigations, dispute resolution, chargebacks, and complaints handling processes.
• Identify and support vulnerable customers, ensuring appropriate adjustments and escalations when needed.
• Share knowledge, coach colleagues, and contribute to continuous process improvements.
• Remain flexible and responsive to changing business and customer needs.
• Collaborate with internal teams to deliver excellent customer outcomes.

Conhecimentos

Banking inquiries

Vulnerable customers handling

KPIs & targets

Customer service excellence

Analytical skills

Empathy and professionalism

Ferramentas

Slack

Google Workspace

Descrição da oferta de emprego

Cross Border Talents in Lisbon is seeking an Operations Customer Expert (Digital Banking) to join an international customer operations team. You will be the first point of contact for customers, delivering support via phone, chat, and email while resolving a wide range of banking-related enquiries.

This role emphasizes handling vulnerable customers, resolving issues end-to-end, and contributing to fraud investigations and dispute handling in a dynamic, multicultural setting.