Offer summary

Qualifications:

Fluent in Spanish and English, both written and spoken., Over 3 years of experience managing customer complaints in regulated environments., Strong ability to work independently with proactive problem-solving skills., Experience with compliance documentation and handling sensitive cases..

Key responsibilities:

Manage the full complaint lifecycle, including intake, investigation, and resolution.

Coordinate with internal departments and regulatory bodies for complaint handling.

Prepare and present complaint reports to management and regulatory authorities.

Collaborate across teams to improve customer experience and handle escalated cases.

Job description

About the Role

Are you seeking an opportunity to have an impact, innovate through your problem solving, and grow professionally? In this role you will be responsible for managing the full lifecycle of
customer complaints across Spain and Portugal. This includes the intake, investigation, resolution, and reporting of all complaints, as well as the coordination with regulatory bodies and internal stakeholders.

The role requires a high level of autonomy while maintaining strong collaboration with multiple departments involved in the customer experience.

What you'll do

Complaint Management

- Ensure the availability and correct versioning of complaint forms across all Spanish and Portuguese offices.
- Supervise the use of internal and online complaint forms, ensuring accessibility and compliance with local requirements.
- Maintain an updated knowledge base for complaints procedures to employees and ensure alignment with regulatory and company standards.

Investigation & Client Response

- Acknowledge receipt of complaints within 24 hours and initiate the investigation process.
- Liaise with relevant internal departments to collect information necessary for complaint resolution.
- Draft and deliver clear and timely responses to clients, ensuring full resolution within 15 working days.
- Maintain an audit trail and documentation of all actions taken.

Regulatory & Internal Reporting

- Lead the biannual complaints report to the Bank of Spain via Cecabank.
- Prepare quarterly and annual summaries of complaints for presentation to the CDLEU Board of Directors.
- Maintain updated spreadsheets and reporting tools to log complaint types, root causes, corrective actions, and response metrics.

Cross-Functional Collaboration

- Work independently while building and maintaining strong, effective relationships with Compliance, Legal, Operations, Sales, Marketing and Customer Service teams.
- Manage the identification and handling of Vulnerable Clients and act as a point of contact for escalated or sensitive cases involving vulnerable clients or reputational risk.
- Manage the LMS courses for Southern Europe Staff in collaboration with other departments of the Redpin Group

Additional Contributions

- Respond to negative online reviews with professional and compliant messaging.
- Assist with referral text audits and other quality assurance tasks.
- Contribute to the resolution of systemic issues by opening and managing JIRA tickets related to resolve underlying issues that triggered complaints or proactively opening JIRA to avoid them.
- Support UK teams in account re-allocations and related customer communications.

What you'll need

- Native or bilingual proficiency in both Spanish and English (written and spoken).
- 3+ years of experience managing customer complaints in a regulated financial or service environment.
- Proven ability to work autonomously and proactively, while maintaining strong cross-functional collaboration.
- Experience working within a regulated framework, including handling documentation and compliance sensitive cases.
- Proven ability to draft well-structured and articulate complaint responses that meet high standards of regulatory compliance, company policy, and tone of voice, in both English and Spanish

Bonus points

- Direct experience reporting complaint data to the Bank of Spain.
- Experience preparing quarterly and annual complaint reports for Boards of Directors or equivalent governance bodies.
- Experience in JIRA management

Required profile