Operations Customer Experts are dedicated to delivering exceptional customer support and helping achieve the mission of making money work for everyone. As the first point of contact via phone, email, or chat, you will aim to resolve enquiries quickly and effectively. You will be expected to follow set processes while using sound judgment across a wide range of banking issues to provide a world-class customer experience.

Key Responsibilities

• Resolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution.
• Own customer issues end-to-end, including complex cases, while building trust and embodying company values.
• Support fraud investigations, dispute resolution (including chargebacks), and complaints with care, fairness, and attention to detail.
• Identify and assist vulnerable customers, making necessary adjustments and escalating when needed.
• Coach teammates and provide feedback to improve training and processes.
• Remain flexible and responsive to changing business and customer needs.

Required Profile Knowledge and Experience

• Minimum of 12 months of demonstrated experience in general banking or payments enquiries.
• Minimum of 12 months of experience in supporting vulnerable customers and complaints handling, or Fraud and Disputes with experience of Mastercard or Visa scheme rules.
• Excellent written and verbal communication skills in both Spanish and English (C1 minimum).
• Proven experience in practicing excellent customer service principles.
• Prior demonstrated experience of working to targets.

Key Skills and Attributes

• Ability to deliver exceptional, end-to-end customer experiences with strong communication, empathy, and clarity.
• Confident decision-maker on complex cases, showing resilience, independence, and a focus on fair outcomes.
• Ability to act as a subject matter expert, supporting peers, sharing knowledge, and embracing learning opportunities.
• Adaptable and positive mindset with the ability to switch between tasks and systems effectively.
• Strong collaboration skills, emotional intelligence, and a values-driven, risk-aware mindset.
• Proficiency in Slack and GSuite, with the ability to learn new tools and processes quickly.

Additional Information

• Location: This role is based in Lisbon. Only local candidates or those with the immediate right to work in Portugal will be considered.

How to Apply Please submit your updated resume in English for consideration.