Location: On-site

Full-time | Rotational Shifts

Key Responsibilities:

• Handle inbound and outbound customer interactions in English, via phone, email, and live chat.

• Assist with general banking and payment queries, including transaction issues, account access, and payment processing.

• Manage and resolve complaints, ensuring fair outcomes and customer satisfaction.

• Support vulnerable customers with empathy, care, and adherence to internal escalation protocols.

• Investigate and resolve fraud and dispute claims in line with Visa and Mastercard scheme rules.

• Accurately document all interactions, case notes, and follow-ups in the CRM system.

• Collaborate with internal fraud, compliance, and...