Banking Operations Specialist – Spanish Market

About the role

We are looking for a Banking Operations Specialist to support Spanish‑speaking customers of a leading UK digital bank. Based in Lisbon, you will join a dynamic BPO environment and provide expert assistance across chat, phone and email channels.

Key responsibilities

• Deliver expert customer support for complex banking enquiries, including accounts, payments, disputes and transactions.
• Act as a subject‑matter expert on banking operations within the team.
• Investigate fraud cases, manage chargebacks and resolve complaints with high attention to detail.
• Provide guidance on banking and financial‑services processes and share knowledge with teammates.
• Ensure all activities comply with internal procedures and regulatory standards.

Required profile

• Fluent Spanish and good spoken and written English.
• Minimum 12 months experience in banking, financial services, insurance, claims, billing or collections.
• Strong analytical and problem‑solving abilities.
• Ability to handle complex customer cases independently.
• Comfortable working with multiple digital platforms and banking tools.
• Team‑oriented with strong communication skills.

Required skills

What we offer

• Full‑time permanent contract (40 hours/week) with rotational 24/7 shifts.
• Paid training before starting the role.
• Health insurance from day one.
• Meal allowance card and monthly holiday/Christmas allowances.
• Optional company accommodation for relocating employees.