Operations Customer Expert – FinTech & Digital Banking (English Market)

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

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