Italian-Speaking Banking Operations Expert — Lisbon

Workster; Lisboa; Sur place; EUR 26 000 - 38 000; Plein temps

Avantages offerts par ce poste

Health insurance

Meal allowance

Annual leave 22 days

Relocation support

Résumé du poste

Workster is partnering with a leading international CX provider to recruit Italian-speaking Operations Customer Experts in Lisbon, Portugal, supporting an innovative digital banking platform.

In this role, you will be the first point of contact for customers via phone, email, and chat, handling payments, disputes, fraud, and vulnerable customers with empathy and precision. Willingness to relocate to Lisbon is required for some candidates.

Qualifications

• Italian at C1/native level, both written and spoken.
• Good command of English.
• Minimum 8 months experience in bank, financial or Insurance industry.
• Excellent verbal and written communication skills.
• Strong customer service mindset with high empathy and emotional intelligence.
• Confident decision-maker, comfortable handling complex customer cases.
• Strong problem-solving skills and ability to work independently.
• Resilient and professional in sensitive or challenging situations.
• Strong attention to detail and risk awareness.
• Adaptable and able to switch between multiple tasks and systems.
• Team player with willingness to share knowledge.
• Familiarity with Slack, Google Workspace, and digital tools is an advantage.
• Ability to quickly learn new systems, processes, and financial products.
• Based in Portugal or willing to relocate to Lisbon.

Responsabilités

• Support customers via phone, email, and chat.
• Resolve banking and account-related enquiries.
• Aim for first-contact resolution with excellent customer experience.
• Take ownership of cases from initial contact to resolution.
• Handle complex situations with empathy and fairness.
• Support fraud investigations and dispute resolution, including chargebacks.
• Handle complaints professionally and work towards fair resolutions.
• Identify and support vulnerable customers.
• Escalate sensitive or complex cases when required.
• Work independently and use sound judgement.
• Share knowledge and support colleagues when needed.
• Adapt to changing requirements.

Connaissances

Italian (C1)

English (fluent)

Bank/Financial experience

Customer service mindset

Empathy & emotional intelligence

Decision making under pressure

Independent work

Attention to detail

Willingness to relocate

Slack familiarity

Google Workspace familiarity

Outils

Slack

Google Workspace

Description du poste

Workster is partnering with a leading international CX provider to recruit Italian-speaking Operations Customer Experts in Lisbon, Portugal, supporting an innovative digital banking platform.

In this role, you will be the first point of contact for customers via phone, email, and chat, handling payments, disputes, fraud, and vulnerable customers with empathy and precision. Willingness to relocate to Lisbon is required for some candidates.