Customer Service Agent – Banking (Catalan & Spanish)
Location: Valencia or Madrid, Spain (on-site)
Contract: Permanent, full-time
Schedule: Fixed shift, 15:00 to 22:00, Monday to Sunday, rotational schedule, 2 days off per week

About the Role
We are looking for a Customer Service Agent to join our banking customer care team and support our clients in both Catalan and Spanish. You will be the first point of contact for customers with questions about their accounts, cards, payments and digital banking services, providing accurate, courteous and efficient support that builds trust in our brand.
This position follows a fixed afternoon and evening shift (15:00 to 22:00), idóneo for candidates who prefer a stable, predictable schedule.

Key Responsibilities
• Handle inbound customer queries by phone, email, chat and other channels in Catalan and Spanish.
• Assist customers with account information, card services, transfers, direct debits, online and mobile banking, and general product enquiries.




• Identify and verify customers following security and data protection procedures before sharing information or processing requests.
• Resolve issues at first contact whenever possible, and escalate complex cases to the appropriate team with clear, complete documentation.
• Log all interactions accurately in the CRM and banking systems.
• Detect and report suspected fraud, unusual activity and complaints following internal protocols.
• Identify opportunities to refer customers to suitable products or services, always in line with regulatory requirements.
• Meet quality, productivity and customer satisfaction targets (e.g. CSAT, first-contact resolution, average handling time).
• Keep up to date with product, process and regulatory changes through ongoing training.

Requirements
• Languages: Fluent Catalan and Spanish, both spoken and written (C1 level or higher, or native).
• Previous experience in customer service, ideally in banking, financial services or insurance ([1+] years).

📌 Customer Service Agent – Banking (España)
🏢 Dragon Rooster
📍 España