Payment Support Agent (Fintech)

TL;DR

Payment Support Agent (Fintech): Contacting insolvent customers through outbound communication activities with an accent on professional yet empathetic relationships and problem-solving. Focus on prompting payments, assisting with solutions, and updating customer files according to company guidelines.

Location: Milan, Italy (hybrid: 3 office days per week / 2 remote days per week)

Salary: 24-25K€ gross annual compensation based on experience

Company

Europe’s ambitious fintech team operating in a fast-moving, tech-driven environment focused on innovation and customer-centric solutions.

What you will do

• Manage incoming written replies from customers via email and messages
• Prompt payments through emails, messages, and phone calls
• Assist customers with payments by finding solutions per company guidelines
• Provide accurate information using appropriate tools
• Update daily files of assigned customers
• Collaborate with Customer Service team to exchange customer information and foster strategies
• Engage customers proactively to resolve issues

Requirements

• Native or near-native Italian (C1-C2) and full work proficiency in English (B2+)
• High school diploma
• Excellent verbal and written communication skills
• Ability to work autonomously with high reactivity
• Strong team spirit, multitasking, prioritization, and time management
• Basic knowledge of IT tools, familiarity with CRM systems
• Critical thinking with customer-centric approach

Nice to have

• Previous call center experience (phone and written communication)
• Extra French or Spanish skills (B2)

Culture & Benefits

• High standards culture emphasizing independent thought, innovation, ownership, and continuous learning
• Work with industry leaders delivering exceptional user experiences
• Smartworking policy: 3 office days / 2 remote days per week
• Working hours: Monday to Friday, 9:00 - 18:00

Hiring process

• Initial chat with Talent Acquisition
• Hiring Manager interview on experience and motivation
• Case study skills test with debrief in Milan office
• Final chat with CEO on values and cultural alignment