The Customer Operations Specialist is responsible for delivering high-quality, multi-channel customer engagement while supporting the company’s broader operational goals. This role combines customer support, sales enablement, and loan servicing activities to ensure an exceptional and compliant customer journey.As the first point of contact for customers, you will provide accurate guidance, resolve issues efficiently, and proactively contribute to both revenue growth and operational excellence. Your FocusCustomer Support & Communication
- Respond promptly and professionally to customer inquiries across chat, phone, email, WhatsApp, Messenger, and other approved platforms.
- Provide accurate information and guide customers through products, services, and processes.
- Maintain a customer-first approach by demonstrating empathy, clarity, and professionalism.
- Keep customers updated on the status of their requests, complaints, or applications.
- Identify customer needs and recommend suitable products and services.
- Drive sales through proactive engagement.
- Support individual and team revenue targets by converting service interactions into sales opportunities.
- Handle and resolve standard customer issues independently, ensuring swift and effective outcomes.
- Escalate sensitive or complex cases (e.g. complaints, fraud) with proper documentation.
- Follow up to ensure timely and complete resolution for the customer.
- Adhere to company policies, compliance guidelines, and regulatory standards at all times.
- Maintain accurate and complete records of all customer interactions.
- Support GDPR, fraud detection, and complaint processes by escalating cases appropriately.
- Uphold the highest quality standards in every customer interaction.
- Fluent in Romanian and English (oral and written). Additional languages are an asset.
- Strong customer-oriented mindset with excellent communication skills.
- Ability to manage multiple channels and tasks in a fast-paced environment.
- Strong problem-solving skills and high attention to detail.
- Comfortable working with CRM systems and digital communication tools.
- Ability to act with professionalism, empathy, and discretion at all times.
- Previous experience in customer service, operations, fintech, banking, or contact centre environments is an advantage.
We offer:
A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation
Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe
A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)
Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive
Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards
Private Health Insurance – access comprehensive healthcare coverage tailored to local standards
Wellbeing Benefit – receive an annual wellness allowance to support your physical and mental health
Weekly Office Breakfast – enjoy a fresh start with breakfast at the office
We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.
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Skills Required
- Fluent Romanian and English, orally and in writing
- Strong customer-oriented mindset and excellent communication skills
- Ability to manage multiple channels and tasks in a fast-paced environment
- Strong problem-solving skills and high attention to detail
- Comfortable working with CRM systems and digital communication tools
- Professionalism, empathy, and discretion
- Previous experience in customer service, operations, fintech, banking, or contact centre environments
What We Do
Multitude is a listed European FinTech company, offering digital lending and online banking services to consumers, small and medium-sized enterprises, and other FinTechs overlooked by traditional banks. The services are provided through three independent business units, which are served by our internal Banking-as-a-Service Growth Platform. Multitude’s business units are Consumer Banking (Ferratum), SME Banking (CapitalBox), and Wholesale Banking (Multitude Bank). Multitude Group employs over 700 people in 25 countries and offers services in 16 countries, achieving a combined turnover of 230 million euros in 2023. Multitude was founded in Finland in 2005 and is listed on the Prime Standard segment of the Frankfurt Stock Exchange under the symbol 'E4l'. www.multitude.com
