Customer Operations Specialist - Italian Speaking

<p>As a <strong>Customer Operations Specialist</strong>, you will be at the heart of Avarda Bank’s customer experience, <span>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. Furthermore, you play a key role in analyzing customer financial information, making final credit decisions beyond automated scoring, and engaging with overdue customers to safeguard portfolio quality.</span></p><h5><strong>Key Responsibilities</strong></h5><p></p><p><strong>Customer Interaction & Support</strong></p><ul><li><p>Handle inbound calls, emails, and chat inquiries with professionalism and empathy, providing clear and accurate information regarding credit agreements, account status, and product features.</p></li><li><p>Proactively identify customer needs and offer tailored solutions, ensuring a frictionless experience across all touchpoints.</p></li></ul><p><strong>Issue Resolution & Complaint Management</strong></p><ul><li><p>Investigate and resolve customer issues efficiently, escalating complex cases to second-line support or technical teams when necessary.</p><p>Manage complaints with assertiveness and care, ensuring compliance with internal procedures and regulatory standards.</p></li></ul><p><strong>Operational Excellence</strong></p><ul><li><p>Maintain up-to-date records of customer interactions in our CRM system, ensuring all written cases are handled within agreed SLAs.</p></li><li><p>Collaborate with cross-functional teams (e.g., Risk, Compliance, Product) to improve processes and enhance customer journeys.</p></li></ul><p><span><strong>Review the underwriting process</strong></span></p><ul><li><p><span>Ensure accuracy, quality, and risk‑appropriate decision‑making in the underwriting process.</span></p></li><li><p><span>Analyse bank statements, credit bureau reports, income documentation, and other relevant materials.</span></p></li><li><p><span>Make final credit decisions according to internal credit policy and risk appetite.</span></p></li></ul><h5><br><strong>Qualifications & Experience</strong></h5><ul><li><p>Fluent <strong>in Italian and Spanish</strong> (spoken and written) – this is essential. Comfortable using <strong>English </strong>in business contexts, meetings, and documentation</p></li><li><p>Proven experience in customer support, preferably within a <strong>fintech</strong>, <strong>digital bank</strong>, or <strong>financial services call center</strong> environment.</p></li><li><p>Knowledge of <strong>credit card products</strong>, consumer lending, and digital banking operations is preferable.</p></li><li><p>Strong communication skills, both verbal and written, with the ability to adapt to different customer profiles.</p></li><li><p>Proactive and curious approach to learning and process optimization.</p></li><li><p>Assertive and empathetic when handling sensitive customer cases or complaints.</p></li></ul><h5><strong>What we offer</strong></h5><ul><li><p>Private health insurance focused on employee wellbeing.</p></li><li><p>Meal vouchers and flexible compensation plan.</p></li><li><p>An international, professional, and collaborative work environment.</p></li><li><p>Office perks such as snacks and regular company events.</p></li></ul><p></p>