Senior technical lead for Pega - based workflow and contact center platforms at DTFS. Designing and enhancing applications while providing architectural guidance and mentorship to developers.
About the role
- Customer Service Agent in Lisbon, Portugal managing customer inquiries through calls and emails. Assisting clients with loan processes and ensuring excellent service levels.
Responsibilities
- Making and receiving calls from customers with active loan applications, assisting in clarifying questions about the product, required documentation, and the status of the application.
- Managing inquiry, incident, and complaint emails, ensuring excellent service levels and contributing to the continuous improvement of the customer experience.
- Managing prepayments, amortizations and their allocation.
- Compliance with the PARI process, ensuring the correct application of internal procedures.
- Supporting the adaptation and integration of new customer service processes.
- Collecting relevant information and updating internal Operations reports.
Requirements
- Previous experience in telephone-based customer service (ideally in the financial sector, but not required).
- Proficient in Microsoft tools (Outlook, Teams, Excel, etc.).
- Excellent communication, active listening and negotiation skills.
- Organized, autonomous, and able to manage multiple tasks simultaneously.
- Results-oriented, focused on meeting objectives and detail-oriented.
Benefits
- Permanent contract.
- Fixed monthly salary plus a variable component.
- Schedule: Monday to Friday, 9:00–18:00, with flexible hours.
- Remote work policy: up to 10 days per month.
- Dynamic and collaborative work environment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer service agent handling calls for mobile clients, providing support and generating service offers. Role involves direct client interaction to ensure excellent service standards.
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