Operations Specialist

Nordiska; Stockholms kommun; In loco; SEK 420.000 - 660.000; Tempo pieno

Descrizione del lavoro

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

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Specialist customer service

Backoffice operations

Operational case management

Banking & fintech

Cards & payments

Swedish & English

Cross-team collaboration

Descrizione del lavoro

Bank at core, innovation at heart

Nordiska is a bank offering a complete range of financial services, allowing us to tailor solutions to each customer while simultaneously enabling them to gain access to advanced financial technology. Part of our offering is our Embedded platform, enabling enterprise partners across Europe to seamlessly integrate financial services – including saving, lending, and payments – into innovative product offerings. Additionally, we provide corporate and real estate financing, as well as sustainable savings with a government-backed deposit guarantee.

To meet future demands, we continuously scale our modern technology platform, expand partner integrations, and accelerate product innovation to help shape the future of financial services.

Working at Nordiska

Since our founding, we have been committed to driving innovation and creating meaningful impact. We work towards an ambitious vision and goals, backed up by our history of successfully delivering high-quality results and sustainable growth.

Historically and going forward, the people working at Nordiska are what enables our success. We balance our professional environment with an entrepreneurial mindset, always acting with honesty and responsibility, to build long‑term trust among customers, partners and employees.

About the Role

As an Operations Specialist, you will combine specialist case management with the opportunity to shape how we work, delivering reliable service for Nordiska’s own brands and partners. You will join the Operations Specialists team within Customer Operations, which brings together Customer Services and Operations Specialists under one Team Lead, to whom you will report. Working closely with Customer Services and providing specialist operational support to other functions across Nordiska, you will own complex customer cases and operational tasks requiring investigation, specialist knowledge or coordination across teams. By sharing knowledge and improving processes, you will help strengthen the team’s specialist capabilities.

In the role, you will:

• 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 agreed 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 through 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.
  

Your Professional Profile

You are analytical, curious and persistent, with the ability to investigate complex cases independently. When a case is unclear, you ask the right questions, find relevant information and bring structure to the investigation. You take responsibility for follow‑up and completion, keeping customers and colleagues informed throughout.

You combine attention to detail with an understanding of the wider operational process. You work in a structured way across several systems, maintain accurate documentation and manage competing priorities. You exercise sound judgement about what you can resolve within your authority and when another specialist or decision‑maker needs to be involved, while working carefully within established procedures and identifying practical ways to improve quality and prevent recurring problems.

You enjoy combining individual responsibility with close collaboration and willingly share your knowledge to help colleagues develop. The opportunity to help build the Operations Specialists team, develop your own expertise and strengthen the team’s collective knowledge appeals to you.

We believe that you have:

• Experience in specialist customer service, backoffice or operational case management within banking, financial services or fintech.
• A good understanding of cards, payments or other financial services, and how customer journeys connect with internal processes.
• Clear and professional communication skills in Swedish and English, both written and spoken. Norwegian and/or Danish language skills are an advantage.
• Ideally, experience in an operational specialist role supporting both customer‑facing teams and other business functions.
• Ideally, experience in operational troubleshooting and collaboration with product and technology teams.
• Preferably, knowledge of card networks such as Visa and Mastercard.
• Preferably, experience developing procedures, knowledge materials or internal training.

Application

If you’re looking to join a growth‑driven environment that pairs innovation with profitability and reliability, welcome to Nordiska.

We review and interview continuously, with background checks as part of the final stage of our process. For questions about the role and or more information, you are warmly welcome to contact Jasmin Rönn at [e-mail].