Banking Operations Specialist: Complex Case Expert

Nordiska; Stockholms kommun; On-site; SEK 420,000 - 660,000; Full time

Job summary

Nordiska is seeking an Operations Specialist to join the Customer Operations team in Sweden. You will own complex cases across cards, payments and banking services, collaborating with Product & Tech, Credit and AML Operations to ensure timely resolutions and strong customer outcomes.

You will document investigations, share knowledge, and contribute to developing procedures and training materials. The role emphasizes analytical thinking, collaboration, and clear updates to customers in Swedish

Qualifications

• Experience in specialist customer service, backoffice or operational case management within banking, financial services or fintech.
• Good understanding of cards, payments or other financial services and how customer journeys connect with internal processes.
• Clear and professional communication in Swedish and English, both written and spoken.

Responsibilities

• Investigate and manage complex cases involving cards, payments, application journeys and other banking services, taking ownership from initial assessment through to resolution.
• Carry out specialist operational tasks and assignments for Business Services and other functions within established responsibilities and authority.
• Coordinate resolution with Product & Tech, Credit, AML Operations and external partners, ensuring clear ownership and follow-up.
• Communicate directly with customers in complex cases, providing clear, accurate and timely updates.
• Document investigations, checks and outcomes, ensuring escalations contain a clear problem description and relevant supporting information.
• Support Customer Services with practical guidance, knowledge sharing and feedback on cases, and develop procedures, knowledge materials and ways of working that strengthen specialist capabilities and make handovers easier.
• Identify recurring issues and help improve processes, system support and customer communications.

Skills

Specialist customer service

Backoffice operations

Operational case management

Banking & fintech

Cards & payments

Swedish & English

Cross-team collaboration

Job description

Nordiska is seeking an Operations Specialist to join the Customer Operations team in Sweden. You will own complex cases across cards, payments and banking services, collaborating with Product & Tech, Credit and AML Operations to ensure timely resolutions and strong customer outcomes.

You will document investigations, share knowledge, and contribute to developing procedures and training materials. The role emphasizes analytical thinking, collaboration, and clear updates to customers in Swedish