Customer Operations Specialist – Italian & Spanish Markets

Customer Operations Specialist

As a Customer Operations Specialist, you will be at the heart of TF Bank's customer experience, acting as the first point of contact for our Italian and Spanish customers across multiple digital and voice channels. You'll play a critical role in delivering seamless support, resolving inquiries, and ensuring customer satisfaction in a fast-paced digital banking environment. Your work will directly impact our brand perception and customer loyalty.

Key Responsibilities:

Customer Interaction & Support

• Handle inbound calls, emails, and chat inquiries with professionalism and empathy, providing clear and accurate information regarding credit agreements, account status, and product features.
• Proactively identify customer needs and offer tailored solutions, ensuring a frictionless experience across all touchpoints.

Issue Resolution & Complaint Management

• Investigate and resolve customer issues efficiently, escalating complex cases to second-line support or technical teams when necessary.
• Manage complaints with assertiveness and care, ensuring compliance with internal procedures and regulatory standards.

Operational Excellence

• Maintain up-to-date records of customer interactions in our CRM system, ensuring all written cases are handled within agreed SLAs.
• Collaborate with cross-functional teams (e.g., Risk, Compliance, Product) to improve processes and enhance customer journeys.

Continuous Improvement & Learning

• Stay informed about product updates, regulatory changes, and fintech trends to provide accurate and relevant support.
• Contribute to knowledge base development and share insights to improve team performance and customer satisfaction.

Qualifications & Experience

• Fluent in Spanish and Italian (spoken and written) – this is essential.
• Proven experience in customer support, preferably within a fintech, digital bank, or financial services call center environment.
• Knowledge of credit card products, consumer lending, and digital banking operations is preferable.
• Strong communication skills, both verbal and written, with the ability to adapt to different customer profiles.
• Proactive and curious approach to learning and process optimization.
• Assertive and empathetic when handling sensitive customer cases or complaints.