Lia de Lima Castro

- Lead and provide guidance to a team of specialists based in Porto and other geographical locations.
- Drive and enhance team performance by tracking and optimizing key performance indicators (KPIs).
- Develop and implement standardized operational protocols through the creation of workflows and documentation of procedures.
- Serve as point of contact for escalating issues to banking partners, payment processors, and other relevant service teams.
- Collaborate closely with the product team to enhance product functionality and streamline operational processes through automation.
- Coordinate with the operations team to establish error resolution protocols.
- Oversee bank payment integrations, identify and resolve processing discrepancies.
- Spearhead the recruitment process for new team members and facilitate the professional development of direct reports.
- Proactively address and resolve ongoing operational challenges.
- Provide regular reports and updates to the Service Operations Lead regarding team performance and operational status.

- Monitor bank payment integrations including SWIFT, SEPA, SEPA Instant, ACH, Direct Debits, etc., identifying and resolving processing discrepancies.
- Escalate issues and suggest enhancements to both product teams and banking partners for timely resolution and continuous improvement.
- Investigate and respond to inquiries from other financial institutions via the SWIFT channel and other channels;
- Develop tracking dashboards and implement alerts based on internal metrics for timely detection and response to operational anomalies.
- Assess and forecast potential negative impacts of incidents on clients, enabling mitigation strategies.
- Collaborate closely with the operations team to establish error resolution procedures, ensuring efficient and effective incident management.
- Disseminate clear explanatory communications about issues to clients and internal service teams;
- Fulfill all other assigned job responsibilities.

- Provide training, coaching, and mentoring to agents, ensuring adherence to best practices and optimal performance.
- Develop and maintain training materials to facilitate thorough onboarding and continuous skill development among agents.
- Conduct regular monitoring and evaluation of agent performance, analyzing trends and providing constructive feedback on a weekly/monthly basis.
- Identify operational inefficiencies and propose actionable solutions for process improvements.
- Investigate and resolve customer inquiries regarding bank transfers via in-app chat and internal communication channels.
- Establish effective communication channels with banking partners via SWIFT, email, and phone to swiftly resolve bank transfer errors and discrepancies.
- Collaborate closely with product teams to enhance relevant integrations and streamline processes for improved efficiency.
- Assist the team in proactively identifying and addressing payment processing issues across various channels such as SWIFT, SEPA, ACH, Faster Payment, etc.

- Fulfill all other assigned job responsibilities.

- Conduct thorough investigations and resolve bank transfer inquiries from both customers (via in-app chat) and internal teams within Revolut.
- Maintain close communication channels with banking partners through various mediums such as SWIFT, email, and phone to expedite the resolution of bank transfer errors.
- Proactively assist the team in identifying and addressing payment processing issues across multiple platforms including SWIFT, SEPA, ACH, Faster Payment, etc.
- Fulfill all additional job responsibilities as assigned.

- Serve customers by completing account transactions;

- Provide account services like deposits, loans, savings deposits, cashing checks, etc.

- Open new bank accounts;

- Answer customer's inqueries in person, telephone or even email;

- Cross-sell bank products like funds investments, credit cards, insurances, etc.

- Promote and inform customers of new services and other product promotions;

- Maintain customer's confidence;

- Perform all other job responsibilities as assigned.

- Strategize and facilitate the sale of transportation, accommodation, insurance, and other travel services.
- Collaborate closely with clients to understand their preferences and requirements, offering advice on suitable destinations, transportation options, travel dates, costs, and accommodations.
- Furnish travelers with pertinent information, including brochures, guides, local customs, maps, regulations, and event details, to enhance their travel experience.
- Efficiently manage transportation and hotel reservations, ensuring smooth and hassle-free arrangements for travelers.
- Cultivate professional relationships with tour operators to expand networking opportunities and enhance service offerings.
- Execute all other assigned job responsibilities.