1. Handle and document client complaints via Salesforce CRM (case management, traceability, communication)
2. Manage and optimize workflows through JIRA (ticketing, automation, progress tracking)
3. Identify process bottlenecks and suggest improvements to increase efficiency
4. Deliver monthly reporting and KPIs using Salesforce data
5. Collaborate cross-functionally with Legal, Compliance, and IT teams
6. Train internal teams on best practices and proper use of Salesforce and JIRA tools
* Minimum 5 years' experience in customer complaint handling within the banking or insurance sector
* Strong expertise in Salesforce CRM (especially case management and reporting)
* Solid command of JIRA (workflow setup, dashboards, ticketing)
* In-depth knowledge of Belgian regulations: FSMA, GDPR, Economic Law Code
* Highly autonomous, structured, and solution-oriented - with excellent stakeholder communication
* Languages: French and English fluency required; Dutch is a strong asset
Contribute to a high-impact mission improving customer satisfaction and regulatory compliance