Customer Operations Agent – Spanish with Banking Experience

Job description:

Description

Are you passionate about delivering exceptional customer support and making a real impact? As a Customer Operations Agent, you'll be the first point of contact for our customers - whether it’s via phone, email, or chat - resolving enquiries quickly and effectively.Our ClientIs a game-changing digital bank that is redefining the way we manage money. They entered the scene with a bold vision: to make banking smart, transparent, and truly customer-focused. No more confusing fees, no more waiting in lines, just a sleek, intuitive app that puts users in full control of their finances. From instant notifications to budgeting tools and fee-free spending abroad, it quickly became the go-to choice for a new generation. It’s not just a bank – it’s banking the way it should be.What you'll doResolve a wide range of customer queries via chat, call, or email, aiming for first-contact resolution while providing an excellent experience;Own customer issues end-to-end, including complex cases, while building trust and embodying the company’s 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.

Requirements

C1/C2 level of Spanish and at least 1 year of experience in Banking, Financial Services, or Insurance either in Spain or serving the Spanish market from abroad; Previous experience in supporting vulnerable customers, and complaints handling, or Fraud and Disputes with experience of Mastercard or Visa scheme rules (minimum of 12 months); Experience in practicing excellent customer service principles; Prior demonstrated experience of working to targets.

Offer

Health Insurance from the moment you join our team; Relocation assistance – TP Housing + initial and annual flights; Guaranteed meal allowance included on top of your base salary; Enjoy daily free healthy meals in our cafeterias, including soup, bread, salads and fruit; Access Portuguese language courses, sport activities and social events; Grow with us through our initial and continuous training and personal development; Easy public transport access to our offices.