Operations Customer Expert – FinTech & Digital Banking

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 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.

• 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.

• 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).

• 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.

• 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: 1237.83

• 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
  
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