Job offer
Complaints Manager (Payment Services & Cards)
Consultant
Mission.
Key Responsibilities
- Manage a portfolio of complaints end-to-end, ensuring timely and high-quality resolution
- Analyze, investigate, and assess complaint cases related to payment services, cards, and fraud
- Communicate effectively with internal stakeholders and other departments to identify and implement appropriate solutions
- Maintain regular customer contact via email and phone, providing clear and professional communication
- Ensure compliance with internal procedures, regulatory requirements, and the bank’s strategic guidelines
- Contribute to continuous improvement by identifying recurring issues and proposing corrective actions
Required profile.
Required Skills & Competencies
- Strong analytical skills with attention to detail
- Ability to work autonomously and take ownership of cases
- Client-oriented mindset with excellent communication skills
- Result-oriented and able to perform well under pressure
- Stress-resistant and capable of managing multiple priorities
Experience & Knowledge
- Banking experience: minimum 3 years (medior level)
- Payment Services (including cards): 3 years (medior level)
- Cards: 3 years (medior level)
- Fraud handling: 2 years (junior level)
- Customer contact (email & phone): 2 years (junior level)
- Solid knowledge of Microsoft Office tools
Profile
- Proactive and solution-oriented
- Strong interpersonal and communication skills
- Comfortable working in a fast-paced banking environment