Your responsibilities

• Does working at one of Europe’s largest fin-tech companies sound interesting to you?
• Are you keen to join a rapidly growing team, in an international environment where you’ll get tons of opportunities to develop yourself, and collaborate with colleagues from all over Europe?
• If so, you are in the right place!
• Welcome to a leading provider of innovative payment solutions and financial services. With a commitment to excellence and a passion for innovation, we empower businesses and consumers alike to thrive in an increasingly digital world.
• Your tasks:
• • Oversee the preliminary handling of card dispute cases, focusing on straightforward cases, ensuring compliance with Key performance indicators (KPIs), Service Level Agreements (SLA’s) and Operational Level Agreement (OLA’s), utilizing dedicated IT tools and systems integral to work processes.
• • Support customers in minimizing losses in connection to third party fraud with payment cards.
• • Assist (senior) Card Dispute specialists with more complex cases and administrative tasks like managing errors, performing corrections, and investigating root causes.
• • Translate local language communications to English.
• • Produce documentation of operational process descriptions and other related documents.
• • Support with customer communications via email and/or telephone according to KPIs and agreed SLAs.
• • Support customer(s) in minimizing losses related to third-party fraud with payment cards.
• • Report incidents in your area and maintain compliance in all actions.
• • Document work accurately in various IT systems, maintaining the four-eye principle where necessary.
• • Develop basic knowledge of the service environment, including card scheme rules (both Visa and Mastercard) and customer (issuer) agreements.
• • Receive ongoing training to understand regulations and procedures.
• • Ensure compliance with all relevant regulations and organizational policies.
• • Collaborate with internal parties, including other Customer Service teams, Fraud, and Legal departments or external parties such as vendor partners.
• • Cooperate with colleagues, assist with ad hoc tasks, or perform any other functions requested by
• • management.
• • Participate in agreed (cross-departmental) projects and development tasks as determined by the manager.
• • Exemplify and uphold the company’s values and behaviors.

Our requirements

• Fluent in German (C1) and English (B2) (speaking and writing).
• Proficient in MS Office 365.
• Analytical mindset and strong problem-solving skills and great curiosity to “why and how”.
• Effective communication, cooperation, and networking skills.
• Relevant educational background, Financial, Commercial, legal will be an advantage (a minimum of a bachelor’s degree or equivalent is preferred).
• Experience handling customer applications and administrative tasks in a professional, positive, effective way.
• Experience in communicating and explaining the ‘why’ behind and having the ability to think analytically and detect risks.
• Experience within the financial sector will be an advantage.
• Basic understanding of card scheme processes such as authorization, clearing and settlement are an advantage.
• Ability to manage sensitive customer issues with professionalism and empathy.
• Critical thinking to thrive operational excellence.

What we offer

• Employment contract.

• Hybrid working from Krakow 3 days per week (we guarantee the equipment to work from home) within 8 am till 4 pm.

• If you live far from Krakow - we will provide you with accommodation for the training period. And after the training, you will continue working remotely.

• Private health insurance.

• Sports card subsidy.

• Life insurance.

• Social events, charity actions, and opportunities to integrate with colleagues.