Operations Customer Expert - Banking Disputes & Fraud

Cross Border Talents; Lisboa; Presencial; EUR 10 000 - 14 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private Health & Dental Insurance

Meal allowance

13th/14th month

22 days annual leave

Career growth

Modern campus near Oriente

Resumo da oferta

Cross Border Talents in Lisbon, Portugal, is seeking an Operations Customer Expert to support a UK-based digital bank. You will handle end-to-end banking queries, fraud investigations, and disputes, ensuring first-contact resolution and exceptional service.

The role requires 12+ months banking or payments experience, 12+ months in supporting vulnerable customers, fluency in English (C1), and a proactive, target-driven mindset.

Qualificações

• Minimum 12 months of experience handling general banking or payments inquiries.
• Minimum 12 months of experience in supporting vulnerable customers, handling complaints, or managing Fraud & Disputes (including Mastercard or Visa scheme rules).
• Excellent written and verbal English communication skills (C1).
• Proven track record of working toward targets and delivering high-quality customer service.
• Familiarity with Slack, GSuite, and ability to learn new software tools quickly.
• Must have valid legal authorization to work in Portugal (EU Citizenship or valid Work Permit).

Responsabilidades

• Resolve customer inquiries via chat, calls, and emails with first-contact resolution.
• Own complex customer issues end-to-end and build trust.
• Support fraud investigations, dispute processes, and complaint handling.
• Identify and assist vulnerable customers and escalate when required.
• Coach teammates and contribute to training and procedures.

Conhecimentos

Customer support

Case handling

Fraud & disputes

Vulnerable customers

Team collaboration

Fast learner

Target oriented

Ferramentas

Slack

GSuite

Descrição da oferta de emprego

Cross Border Talents in Lisbon, Portugal, is seeking an Operations Customer Expert to support a UK-based digital bank. You will handle end-to-end banking queries, fraud investigations, and disputes, ensuring first-contact resolution and exceptional service.

The role requires 12+ months banking or payments experience, 12+ months in supporting vulnerable customers, fluency in English (C1), and a proactive, target-driven mindset.