Job Description

Italian Speaking Operations Customer Expert | Digital Banking | Lisbon

Job Description

We are recruiting Italian-speaking Operations Customer Experts to join a specialized digital banking project in Lisbon, Portugal, supporting an innovative fintech and online banking platform.

In this role, you will act as a primary point of contact for Italian-speaking account holders, managing end-to-end customer cases across digital channels. You will handle everyday banking inquiries as well as critical operations, including transaction disputes, chargebacks, fraud investigations, and support for vulnerable customers, ensuring high compliance and trust.

Your Role

• Deliver multi-channel customer support in Italian via phone, email, and live messaging.
• Take end-to-end ownership of banking cases, striving for first-contact resolution while maintaining high customer satisfaction.
• Assist customers with digital banking features, account management, payment transfers, and security verifications.
• Support payment dispute workflows, chargebacks, and preliminary fraud investigations with sound risk awareness.
• Handle sensitive customer inquiries and formal complaints with empathy, fairness, and professional composure.
• Identify and provide dedicated, appropriate assistance to vulnerable customers in compliance with financial service standards.
• Escalate complex technical, regulatory, or security cases to specialized backend teams when required.
• Document case details, actions taken, and customer communications accurately in internal banking CRM platforms.

Your Qualifications

• Native or near-native fluency in Italian (C1/C2 level), both written and spoken.
• Good working command of English for internal tools, procedures, and training.
• Minimum of 8 months of experience in banking, fintech, financial services, or insurance environments.
• Strong problem-solving abilities and sound judgment when evaluating complex financial cases.
• Empathetic, risk-aware mindset with high emotional intelligence and active listening skills.
• High attention to detail and confidence navigating multiple software applications and secure financial databases.
• Familiarity with collaboration tools (e.g., Slack, Google Workspace) is an advantage.
• Currently residing in Portugal or willing to relocate to Lisbon.

The Offer

• Work Location & Schedule: Full-time (40 hours per week) on a 24/7 rotating roster, 8-hour daily shifts (Monday to Sunday with scheduled rest days), based in Lisbon, Portugal.
• Compensation & Bonuses: Competitive monthly salary package (distinct options available with or without company-provided accommodation), signing bonus upon contract signature, and loyalty bonus after 6 months.
• Benefits & Allowances: Meal allowance via prepaid card, holiday and Christmas allowances, and comprehensive private health insurance from day one.
• Paid Leave: 22 days of annual leave plus compensatory time off for working on applicable Portuguese public holidays.
• Relocation Package: Comprehensive relocation support for eligible international candidates, including travel cost coverage, logistics support, and an optional fully serviced company room (utilities, internet, and cleaning included), plus annual home flight support.
• Legal & Integration Support: Full administrative assistance with local tax, social security registration, and housing documentation, alongside free Portuguese language courses.
• Career Development: 12-day fully paid initial training, e-learning access, and clear advancement opportunities with an initial 12-month contract leading to permanent employment potential after two years.