Operations Customer Expert (Digital Banking) | Lisbon, Portugal | 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

Operations Customer Expert (Digital Banking) | Lisbon, Portugal | On-site

Lisbon, Portugal Aida - Cross Border Talents

Job Openings Operations Customer Expert (Digital Banking) | Lisbon, Portugal | On-site

About the job Operations Customer Expert (Digital Banking) | Lisbon, Portugal | On-site

About the Role

Join an international customer operations team supporting one of Europe's most innovative digital banking platforms. As an Operations Customer Expert (Digital Banking Support), you will be the first point of contact for customers, delivering outstanding support via phone, chat, and email while helping resolve a wide range of banking-related enquiries.

This is an excellent opportunity for experienced customer support professionals with a background in banking, payments, fraud, disputes, or complaints handling who are looking to grow their careers in an international environment.

Key Responsibilities

• Resolve customer enquiries via chat, phone, and email, with a focus on 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 complaint 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.

Requirements

Key Requirements

• Prior, demonstrated experience of general banking or payments enquiries (minimum 12 months)
• 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)
• Excellent English communication skills, both written and verbal (C1 minimum).
• Proven ability to deliver exceptional customer service.
• Experience working towards KPIs and performance targets.
• Strong problem-solving, decision-making, and analytical skills.
• Ability to manage complex customer situations with professionalism and empathy.

Preferred Skills

• Knowledge of Mastercard and Visa scheme rules.
• Experience with fraud investigations, disputes, and chargeback processes.
• Familiarity with Slack, Google Workspace (GSuite), and other digital collaboration tools.
• Strong attention to detail and risk-awareness mindset.
• Adaptable, resilient, and customer-focused approach.

What We Offer

• Opportunity to work on a leading digital banking project.
• Comprehensive onboarding and professional training program.
• International and multicultural work environment.
• Career development and internal growth opportunities.
• Private health and dental insurance after contract signature.
• Attractive benefits package and performance-based incentives.
• Modern office facilities in Lisbon.
• Strong team culture focused on collaboration and continuous learning.

Schedule

• Location: Lisbon, Portugal
• Work Model: On-site
• Working Hours: 40 hours per week
• Schedule: Monday to Sunday, 24/7 rotational shifts
• Daily Shift: 8 working hours plus lunch break
• Annual Leave: 22 vacation days per year according to Portuguese labor law