Online Customer Service Officer – Cards Department

About the role

The Online Customer Service Officer provides remote telephone support for Tirana Bank’s cardholders. Working within the Cards Department, the role combines fraud monitoring, risk assessment and everyday customer assistance.

Key responsibilities

• Monitor the Cards Fraud Monitoring system, evaluate alerts and inform supervisors of suspicious transactions.
• Contact cardholders regarding suspicious activity, block or temporarily disable lost or stolen cards, and manage PIN resets.
• Investigate potential BIN‑attack fraud, identify affected merchants and cardholders, and report actions taken during each shift.
• Handle a high volume of inbound and outbound calls, respond to email requests, and provide information on bank products, e‑banking services and transaction issues.
• Support digital onboarding, activate dormant accounts, and assist customers with e‑banking user status changes.

Required profile

• Bachelor’s degree in Economics or a related field.
• Excellent verbal and written communication skills in English.
• Strong judgment, problem‑solving ability and adaptability.
• Ability to work effectively in a team and under pressure.

Required skills

• Proficiency with Microsoft Office.