Customer Service Agent – Banking (Catalan & Spanish)

Location: Valencia or Madrid, Spain (on-site)

Contract: Permanent, full-time

Schedule: Fixed shift, 8:00 to 16:00, 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 morning shift (8:00 to 16:00), adecuado 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).
- Excellent communication skills, with a clear, empathetic and professional tone.
- Good command of office tools and comfort learning new software (CRM, ticketing and banking platforms).
- Strong problem-solving skills and ability to stay calm and composed under pressure.
- Attention to detail and commitment to confidentiality and data protection (GDPR).
- Availability to work the fixed 8:00 to 16:00 schedule.
- Right to work in Spain.
- Must be able to work from Valencia or Madrid.

Nice to Have

- Knowledge of banking products and processes (accounts, cards, loans, payments, online banking).
- Familiarity with regulatory frameworks such as MiFID II, PSD2 and anti-money laundering (AML) basics.
- Experience in a contact centre environment.
- Higher vocational training (FP) or a university degree in business, finance or a related field.

Key Competencies

- Customer orientation
- Active listening and empathy
- Accuracy and integrity
- Teamwork and adaptability
- Resilience and time management

What We Offer

- Stable, fixed schedule from 8:00 to 16:00.
- Comprehensive initial training and continuous development opportunities.
- Career progression within the bank's customer service and operations teams.
- A professional, inclusive and collaborative work environment.

How to Apply

Submit your CV in English stating your preferred location (Valencia or Madrid) and your Catalan and Spanish language level.

An equal opportunity employer. We welcome applications from all qualified candidates regardless of gender, age, disability, origin or any other personal circumstance.

📌 Customer Service Agent – Banking (Catalan & Spanish) (Madrid)
🏢 Dragon Rooster
📍 Madrid