Complaints & Escalations Officer

il y a 7 jours


Brussels, Belgique Axis Temps plein

Maintain customer satisfaction by acting as a mediator in the handling of all Servicing customer complaints, in consultation with the relevant operational departments.**
Description**

Manages and researches customer-focused solutions to customer complaints Servicing:

- Records all complaints received for prompt response and accurate follow-up;
- Analyzes and responds to complaints in accordance with agreed SLAs, documented procedures and guidelines for compliance and risk management;
- defines the root cause;
- searches for user-friendly solutions in consultation with the relevant operational departments;
- escalate incidents to the right people; find appropriate solutions

Increase awareness of customer satisfaction:
Provides guidance to supervisors and their teams on complaints and how to prevent them; outlines their responsibilities ;
- Is responsible for raising awareness about customer satisfaction;
- Anticipates anticipated peaks in customer complaints, such as regulatory, process or system changes;
- keeps abreast of internal procedures and external regulations regarding compliance and risk management;
- shares knowledge, experience and ideas with colleagues.
**Profile**
- Upper secondary or graduate level education
- In-depth knowledge of business processes related to mortgage, consumer credit and financial services
- Good knowledge of French and Dutch
**Offer**

Our client offers a permanent contract.


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