Your Day to Day
- Receive, acknowledge, and manage customer complaints in a timely and professional manner.
- Investigate complaints by gathering relevant information from internal teams and systems.
- Ensure accurate and clear documentation of each case, in line with internal policies and regulatory requirements.
- Draft responses to clients, ensuring clarity, empathy, and legal compliance.
- Collaborate with internal departments (legal, compliance, operations, front office) to resolve issues effectively.
- Identify trends or recurring issues and escalate them to the appropriate teams for preventive action.
- Monitor resolution deadlines and ensure adherence to service-level agreements (SLAs).
- Produce regular reports and dashboards for management and regulatory authorities.
- Contribute to continuous improvement of complaint handling procedures and customer experience.
Your profile
- Degree in Law, Business Administration, Finance, or a related field
- Minimum 3 years of experience in complaint handling, client service, legal, or compliance in the banking or financial sector
- Strong knowledge of financial regulations (e.g. MiFID II, PSD2, GDPR)
- Excellent written and verbal communication skills in both French and English
- Strong analytical and problem-solving skills, with attention to detail
- Discreet, empathetic, and able to handle sensitive cases with professionalism
- Organized and able to manage multiple cases under pressure
- Proficient with CRM tools, complaint tracking systems, and Microsoft Office
- High level of accountability, integrity, and client focus
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