Operations Customer Expert – FinTech & Digital Banking

Cross Border Talents; Lisboa; On-site; EUR 10,000 - 14,000; Full time

Benefits offered by this job

Health Insurance

Meal allowance

13th/14th month

22 days annual leave

Job summary

Cross Border Talents in Lisbon seeks an Operations Customer Expert to support a UK-based digital bank, handling end-to-end inquiries, disputes, and fraud investigations for banking clients.

You will resolve queries via chat, calls, and email, while ensuring high-quality service and identifying vulnerable customers for appropriate action. A minimum of 12 months in banking support and strong English communication are required.

Qualifications

• Minimum 12 months of banking or payments inquiries.
• Experience supporting vulnerable customers or in Fraud & Disputes (e.g. Mastercard/Visa rules).
• Excellent written and verbal English communication (C1).
• Proven track record of meeting targets and delivering quality service.

Responsibilities

• Resolve customer inquiries via chat, calls, and emails with first-contact resolution.
• Own complex cases end-to-end, building trust and fairness.
• Support fraud investigations, disputes, and chargebacks with meticulous attention to detail.
• Identify and assist vulnerable customers; escalate when needed.
• Coach teammates and contribute to training improvements.

Skills

English (C1)

Customer service

Target-driven

Team collaboration

Tools

Slack

GSuite

Job description

About the Role

We are looking for an experienced and empathetic Operations Customer Expert to join a fast-growing team in Lisbon supporting a leading UK-based digital bank. In this role, you will be the primary point of contact for banking clients, delivering end-to-end support across complex queries, fraud investigations, and dispute resolutions.

Key Responsibilities

• Customer Support: Resolve customer inquiries via chat, calls, and emails, aiming for first-contact resolution while providing an exceptional experience.
• Complex Case Handling: Take full ownership of complex customer issues end-to-end, building trust and maintaining fairness.
• Disputes & Fraud: Support fraud investigations, dispute processes (including chargebacks), and complaint handling with high attention to detail.
• Vulnerable Customer Support: Identify and assist vulnerable customers, making necessary adjustments and escalating cases when required.
• Team Collaboration: Act as a subject matter expert, coaching teammates and providing feedback to improve training and internal procedures.

Requirements & Experience

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

Training Program

• Duration: 12 working days (8 hours/day) of comprehensive, paid training prior to employment contract signature.
• Compensation: Daily training allowance provided for candidates who successfully complete the training period.

Salary & Benefits

• Base Salary: €929.00 / month
• Monthly Meal Allowance: €154.00 / month (paid tax-free via meal card, based on 22 working days)
• 13th & 14th Month Allowances: €154.84 / month (€77.42 Holiday + €77.42 Christmas allowance pro-rated monthly)
• Gross Monthly Package: ~€1,237.83
• Performance Bonus: Up to €100.00 / month (variable monthly bonus)
• Health Benefits: Private Health & Dental Insurance upon contract signature
• Vacation: 22 days paid annual leave + public holiday compensation days
• Workplace Amenities: Modern campus facilities with cafeteria, meeting rooms, balcony, and easy access to Gare do Oriente transport links.
• Career Growth: Opportunity for a permanent contract after 2 years