Italian Speaking Operations Customer Expert - Digital Banking

About the role

Kats Recruitment is hiring Italian-speaking Operations Customer Experts for a digital banking project in Lisbon, supporting a fintech and online banking platform. You will be the main contact for Italian-speaking account holders, handling everyday banking questions as well as transaction disputes, chargebacks, fraud investigations and support for vulnerable customers, with high compliance and trust.

Key responsibilities

• Provide multi-channel customer support in Italian by phone, email and live messaging
• Own each banking case end to end, aiming for first-contact resolution
• Help customers with digital banking features, account management, payments and security checks
• Support payment disputes, chargebacks and preliminary fraud investigations
• Handle sensitive inquiries and formal complaints with empathy and professionalism
• Provide tailored help to vulnerable customers in line with financial service standards
• Escalate complex technical, regulatory or security cases to backend teams
• Record case details and communications accurately in banking CRM platforms

Required profile

• Native or near-native Italian (C1/C2), written and spoken
• Good working command of English for tools, procedures and training
• At least 8 months of experience in banking, fintech, financial services or insurance
• Problem-solving ability, strong judgment on complex financial cases, and empathetic, risk-aware approach
• Currently living in Portugal or willing to relocate to Lisbon

Required skills

• Navigating multiple software applications and secure financial databases
• Familiarity with collaboration tools such as Slack and Google Workspace is an advantage

What we offer

• Full-time 40-hour week on a 24/7 rotating roster, 8-hour shifts Monday to Sunday
• Competitive monthly salary, signing bonus and loyalty bonus after 6 months
• Meal allowance, holiday and Christmas allowances, and private health insurance from day one
• 22 days annual leave plus compensatory time off for public holidays
• Relocation support for eligible candidates, including travel costs, logistics and an optional serviced company room
• Administrative help with tax, social security and housing, plus free Portuguese courses
• 12-day paid initial training, e-learning and a 12-month contract with potential permanent employment after two years