Customer Operations Specialist - Italian Speaking
Job Overview
As a Customer Operations Specialist, you will be at the heart of Avarda 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. 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.
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.
Review the underwriting process
Ensure accuracy, quality, and risk‑appropriate decision‑making in the underwriting process.
Analyse bank statements, credit bureau reports, income documentation, and other relevant materials.
Make final credit decisions according to internal credit policy and risk appetite.
Qualifications & Experience
Fluent Italian (spoken and written) is essential, advanced English for effective business communication is required, and Polish is a plus
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.