Operations Officer | Fraud-Related Complaints
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We are looking for an Operations Officer to handle fraud-related customer complaints in a banking environment.
The assignment focuses on addressing a significant complaints backlog, primarily involving fraud cases, with a target of resolving the backlog within one month. The successful candidate will process complaints accurately and within reasonable timeframes, balancing customer satisfaction with the bank's interests.
Work setup:
Hybrid - Brussels, Belgium. 50% on-site / 50% homeworking.
Responsibilities:
- Process fraud-related customer complaints accurately and within agreed timeframes.
- Thoroughly analyse complaints and their underlying circumstances.
- Gather and review all supporting evidence for each case.
- Provide customers with comprehensive and appropriate responses.
- Act as a point of contact for internal and external clients.
- Support business continuity and customer satisfaction while balancing the bank's interests.
Must-have requirements:
- At least 3 years of relevant professional experience.
- Bachelor’s or Master’s degree.
- Good expertise in MS Office and familiarity with various IT tools.
- Working knowledge of banking products, including accounts, cards and banking applications.
- Native French with fluent Dutch, or native Dutch with fluent French.
- Basic knowledge of English.
- Strong analytical and problem-solving skills.
- Strong written communication skills, empathy and a customer-oriented approach.
- Ability to work independently.
- Ability to work effectively under pressure and adapt to changing priorities.
- Accuracy, precision and a strong focus on quality.
Nice-to-have qualifications:
- Proficiency in tools such as TPX and Herodote.
- Previous experience in a complaints department and/or bank branch.
- Experience handling fraud cases.
- Strong interest in finance and banking products.
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