Operations Customer Expert – Banking & Payments

Cross Border Talents; Lisboa; On-site; EUR 24,000 - 36,000; Full time

Job summary

Cross Border Talents in Lisbon, Portugal is seeking an Operations Customer Expert – Banking & Payments to provide professional customer support through phone, email and chat, resolving Banking & Payments enquiries while delivering an exceptional customer experience.

You’ll work onsite in a 40-hour week with rotational shifts, using English (C1) and multiple digital tools to manage cases from start to finish, including fraud investigations, disputes and chargebacks.

Qualifications

• 12 months' experience in banking or payments enquiries.
• 12 months' experience with vulnerable customers, complaints, fraud, or disputes.
• Knowledge of Mastercard or Visa scheme rules.
• C1 English with excellent written and verbal communication.
• Experience working toward targets and delivering high-quality customer service.
• Strong empathy, decision-making, problem-solving, and communication skills.

Responsibilities

• Provide professional customer support through phone, email, and chat, resolving banking and payments-related enquiries while delivering excellent customer experiences.
• Resolve customer queries and complex cases efficiently, aiming for first-contact resolution.
• Handle fraud investigations, disputes, chargebacks, and complaints.
• Support vulnerable customers with empathy and appropriate adjustments.
• Manage customer issues end-to-end and make fair, informed decisions.
• Coach and support teammates while contributing to process improvements.
• Adapt to changing customer and business needs while maintaining service quality.

Skills

Customer support

Banking & Payments knowledge

Fraud & disputes handling

Empathy and communication

Multisystem navigation

Target-driven

Tools

CRM systems

Phone/Chat tools

Job description

Operations Customer Expert – Banking & Payments

Location: Lisbon, Portugal

Work Mode: Onsite

Work Period: 40hours per week & rotational shifts

Language: English

Start date: 15/10/2026

Provide professional customer support through phone, email, and chat, resolving banking and payments-related enquiries while delivering excellent customer experiences.

Key Responsibilities

• Resolve customer queries and complex cases efficiently, aiming for first-contact resolution.
• Handle fraud investigations, disputes, chargebacks, and complaints.
• Support vulnerable customers with empathy and appropriate adjustments.
• Manage customer issues end-to-end and make fair, informed decisions.
• Coach and support teammates while contributing to process improvements.
• Adapt to changing customer and business needs while maintaining service quality.

Requirements

• Minimum 12 months' experience in banking or payments enquiries.
• Minimum 12 months' experience with vulnerable customers, complaints, fraud, or disputes.
• Knowledge of Mastercard or Visa scheme rules.
• C1 English with excellent written and verbal communication.
• Experience working toward targets and delivering high-quality customer service.
• Strong empathy, decision-making, problem-solving, and communication skills.
• Ability to learn and work effectively with digital tools and multiple systems