Customer Operations Specialist - Italian Speaking

About the role

Avarda Bank is looking for a Customer Operations Specialist in Málaga who speaks Italian. You will be the first point of contact for Italian and Spanish customers across digital and voice channels, helping them with credit agreements, account status and product features. You also analyse customer financial information and make final credit decisions beyond automated scoring, and engage with overdue customers to protect portfolio quality.

Key responsibilities

• Handle inbound calls, emails and chat inquiries with professionalism and empathy, giving clear and accurate information about credit agreements, account status and product features.
• Identify customer needs proactively and offer tailored solutions across all touchpoints.
• Investigate and resolve customer issues, escalating complex cases to second-line support or technical teams when needed.
• Manage complaints assertively and carefully, in line with internal procedures and regulatory standards.
• Maintain up-to-date records of customer interactions in the CRM system, keeping written cases within agreed SLAs.
• Collaborate with cross-functional teams such as Risk, Compliance and Product to improve processes and customer journeys.
• Review the underwriting process: check bank statements, credit bureau reports, income documents and other materials, then make final credit decisions in line with internal credit policy and risk appetite.

Required profile

• Fluent spoken and written Italian and Spanish; comfortable using English in business contexts, meetings and documentation.
• Proven customer support experience, preferably in fintech, a digital bank or a financial services call center.
• Knowledge of credit card products, consumer lending and digital banking is preferable.
• Strong verbal and written communication, adaptable to different customer profiles.
• Assertive and empathetic when handling sensitive cases or complaints.

What we offer

• Private health insurance focused on employee wellbeing.
• Meal vouchers and a flexible compensation plan.
• An international, professional and collaborative work environment.
• Office perks such as snacks and regular company events.