Zinia Customer Servicing Team Lead, Madrid
Client:
Location:
Madrid, Spain
Job Category:
Other
EU work permit required:
Yes
Job Views:
2
Posted:
30.04.2025
Expiry Date:
14.06.2025
Job Description:
Zinia Customer Servicing Team Lead
Country: Spain
Zinia is the new checkout lending platform of the Santander Group. It simplifies shopping by offering interest-free installment payments, enabling merchants across Europe through technology from Openbank and Santander Consumer Finance.
This role offers an exciting opportunity to contribute to a growing market within lending, cobranded credit cards, and buy-now-pay-later services, with expansion plans across different countries and collaborations with leading global merchants.
Zinia leverages the technological expertise of Openbank, the digital-native bank of Santander, which is expanding internationally. Openbank provides customers with flexible digital banking options for managing their finances.
Mission and Responsibilities:
The primary mission is to ensure excellent customer service by attending to and resolving complaints, claims, requests, and incidents promptly and effectively.
This includes managing disputes, payment issues, and operational reviews to ensure timely resolution.
Key tasks include:
1. Review, analyze, and resolve disputes and claims.
2. Reconcile customer payment discrepancies.
3. Manage payment-related incidents.
4. Support customer service operations.
5. Handle fraud, disputes, complaints, and claims.
6. Coordinate with merchants for review and reporting.
7. Reconcile unmatched payments (non-automatable residual cases).
8. Analyze customer feedback, generate internal reports, and develop action plans.
Skills:
* Team management
* Operational process optimization
* Customer focus
* Technical knowledge (e.g., SQL)
Minimum Qualifications:
* Engineering or finance degree
* + years of experience in a financial environment
* Experience in financial back-office operations
* Experience handling customer complaints/disputes related to cards, payments, or lending products
* Experience in consumer finance is advantageous
* Proficiency in English; German is a plus
What We Offer:
* Join a dynamic, internationally expanding company
* Work in a start-up environment supported by Santander
* Competitive salary and benefits
* Opportunities for growth within the company and group
* Participation in international projects
* Excellent work environment with social activities
If interested, join our team and grow with us! Please note that a valid work permit is required if you are not a passport holder of the country where the job is located. For more information, visit our Blog.
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