Customer Operations Specialist

Role Overview

We are seeking a Customer Operations Specialist to join our Customer Operations Support team at a leading global fintech firm. This position is ideal for someone experienced in customer support or operations who can manage significant task volumes efficiently in a fast-moving environment.

Key Responsibilities

• Manage and coordinate customer request processing to meet agreed deadlines.
• Monitor the volume of incoming requests to ensure timely query resolution, foresee capacity constraints, and escalate issues to management when necessary.
• Deliver phone support through a dedicated customer support line and occasionally directly engage with customers.
• Collaborate with both internal and external stakeholders, including offshore operations and global technical support teams, to uphold service quality aligned with defined SLAs.
• Analyze customer inquiries, liaise with stakeholders to troubleshoot and resolve complex issues promptly, document learnings, and share best practices to prevent recurrence.
• Provide cross-functional assistance, including support for lender teams when required.

Qualifications and Experience

• Degree or background in Business, Finance, or a related field preferred.
• At least 1 year of experience in a customer support setting; financial sector or process management experience is advantageous.
• Strong attention to detail, with a focus on quality assurance and analytical problem-solving skills.
• Excellent decision-making, verbal, and written communication abilities.
• Demonstrated flexibility, enthusiasm, and commitment to the role.
• Capable of working effectively both independently and collaboratively as part of a team.
• Continuous improvement mindset, with a readiness to challenge constructively.
• Proficient in interpreting and analyzing data.
• Proficiency in Microsoft Office suite, especially Word and Excel.
• Adaptive and willing to learn as roles evolve.

Work Location and Hours

Based in Dún Laoghaire, Dublin, with a 40-hour work week.

Benefits and Perks

• An ambitious and supportive work environment within an exciting fintech company.
• Permanent full-time employment with hybrid working flexibility.
• 24 days annual leave plus statutory holidays.
• Access to training programs, both internal and external.
• Health insurance coverage.
• Life and death-in-service insurance.
• Participation in pension scheme.
• Bike to Work scheme participation.
• Gym membership contribution.

About the Employer

CRIF is a global group headquartered in Italy with over 6,600 employees worldwide across Europe, America, Africa, and Asia. Founded in 1988 in Bologna, CRIF operates extensively in credit bureau services, business information, and credit solutions. The company supports clients including banks, financial institutions, insurance companies, utilities, and businesses in strategic development, customer acquisition, portfolio management, and credit collection.