Senior Complaints Officer (Fintech) - Valencia

col-wideJob Description:Position: Senior Complaints OfficerLocation: Valencia, SpainEmployment type: Full-timeRemuneration: 1750 euro gross/month + relocation**DUTIES AND RESPONSIBILITIES**:- Address customer complaints directly and ensure timely delivery of final responses in compliance with regulatory requirements- Collaborate with various teams, including AML and anti-fraud, to resolve customer issues and conduct thorough investigations into complaints- Uphold fairness in customer interactions by objectively reviewing each complaint- Offer constructive feedback to operational and product teams in cases where complaints were mishandled- Utilize internal tools to document complaints and monitor their progress- Stay vigilant of complaint resolution deadlines and provide customers with prompt and informative updates- Efficiently manage time to handle all assigned complaint cases throughout the week- Adhere to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) at both individual and team levels- Foster a positive team culture through a proactive and collaborative mindset.**REQUIREMENTS**:- Minimum of two years' experience handling complaints- Excellent verbal and written communication skills in English (C1 and higher)- Adaptable communication style to suit each case's needs- Strong multitasking ability and readiness to take charge in challenging situations- Exceptional attention to detail and decision-making autonomy- Familiarity with international and cross-functional work environments- Punctual, organized, and efficient time management skills- Independent problem-solving capability- Reliable, adaptable, and dedicated team player- Proficient in Google Workspace, Microsoft Office suite, and Confluence- Customer-focused mindset, prioritizing customer satisfaction above all else.**BENEFITS**:- Excellent remuneration package based on experience, skills and performance- Be part of a dynamic and creative team with positive and friendly atmosphere- Breakfast and lunch offered onsite- Guidance and tools to reach your full potential- Working schedule: Monday to Friday (with some flexibility in shifts after training)- And many others!Pay: 1,750.00€ per month