Taleo Consulting is an international management consulting group with offices in France, Luxembourg, Belgium, The Netherlands, Switzerland, Spain, Singapore, Portugal, and Italy.
We've grown into a team of 450+ talented professionals across 10 offices worldwide, partnering with leading organizations in Financial Services, Life Sciences, Retail, and Energy to drive transformation and deliver lasting impact.
At Taleo, you'll find more than just a job. You'll join a dynamic and international environment where learning, collaboration, and growth are part of our daily culture.
Your role:
As a Complaints Manager, you will be responsible for managing your own portfolio of customer complaints from start to finish. You will analyze and evaluate complaint files and collaborate closely with internal departments within the bank to deliver solutions aligned with the Bank' strategy and policies.
Your main responsibilities will include:
• Manage a portfolio of complaints end-to-end, ensuring timely and high-quality
resolution
• Analyse, investigate, and assess complaint cases related to payment services,
cards, and fraud
• Communicate effectively with internal stakeholders and other departments to
identify and implement appropriate solutions
• Maintain regular customer contact via email and phone, providing clear and
professional communication
• Ensure compliance with internal procedures, regulatory requirements, and the
bank's strategic guidelines
• Contribute to continuous improvement by identifying recurring issues and
proposing corrective actions
Experience & Knowledge:
• Banking experience: minimum 3 years (medior level)
• Payment Services (including cards): 3 years (medior level)
• Cards: 3 years (medior level)
• Fraud handling: 2 years (junior level)
• Customer contact (email & phone): 2 years (junior level)
• Solid knowledge of Microsoft Office tools
• Ideally trilingual : Dutch, French, English
Profile:
• Client-oriented mindset with excellent communication skills
• Proactive and solution-oriented
• Strong interpersonal and communication skills
• Comfortable working in a fast-paced banking environment