Operations Customer Expert – Digital Banking

Location: Lisbon Portugal

Start Date: 16 March 2026

Contract Type: FullTime Portuguese Employment Contract

Work Model: OnSite

Schedule: 24/7 Rotational Shifts (40h/week)

About the Project Digital Banking Reimagined

Join one of the most innovative digital banking platforms in Europe originally launched in the UK and now trusted by millions worldwide. This bank is redefining financial services through transparency cuttingedge technology and a customerfirst mindset no hidden fees no bureaucracy just smart banking through an intuitive app.

This is your opportunity to be part of a fastgrowing fintech environment where customers fairness and innovation come first.

Role Overview

As an Operations Customer Expert you will be the first point of contact for Spanishspeaking customers supporting them via phone chat and email. You will handle everything from daily banking questions to more complex topics such as fraud disputes and complaints always ensuring a fair and highquality customer experience.

Youll combine structured processes with sound judgment to resolve issues efficiently and empathetically.

Key Responsibilities

• Deliver outstanding customer support across calls chat and email.
• Take full ownership of customer cases including complex or sensitive situations.
• Support fraud investigations chargebacks disputes and formal complaints.
• Identify vulnerable customers and provide appropriate care and adjustments.
• Ensure compliance with internal procedures and banking regulations.
• Collaborate with colleagues sharing knowledge and best practices.
• Adapt quickly to new tools processes and evolving business needs.

Candidate Profile

Mandatory Requirements

• Native or fluent Spanish
• English B2 (UK) minimum
• At least 1 year of experience in Banking Financial Services or Insurance
• Strong customer service background in a regulated environment
• EU citizenship or valid Portuguese work permit

Candidates from LATAM can be considered

Nice to Have

• Experience in fraud disputes chargebacks or complaints handling
• Familiarity with Visa/Mastercard scheme rules
• Experience supporting vulnerable customers

Skills & Competencies

• Excellent communication and empathy
• Strong decisionmaking and problemsolving skills
• Resilient and calm under pressure
• Detailoriented with strong sense of responsibility
• Teamoriented proactive and customerfocused

Training

• 12 working days
• Fulltime (8 hours/day)
• Paid and fully onsite
• Designed to ensure confidence and success from day one

Salary & Compensation

With Company Apartment

• Base Salary: 892.00 gross/month
• Variable Bonus: 200.00 gross/month
• Total Monthly Gross: 1092.00

Without Company Apartment

• Base Salary: 1220.00 gross/month
• Variable Bonus: 200.00 gross/month
• Total Monthly Gross: 1420.00

Bonuses are performancebased and paid monthly.

Benefits

• Portuguese employment contract
• Paid annual leave according to Portuguese law
• Public holiday compensation
• Stable project within the financial sector
• Career development in digital banking & fintech operations
• Multicultural and supportive work environment

Why Join

• Work in one of the fastestgrowing digital banks in Europe
• Gain valuable experience in banking operations and financial services
• Be part of a missiondriven customercentric culture
• Build an international career in Lisbon