Our client, a leading player in the Belgian financial services sector, is reinforcing its Customer Protection team.
Functieomschrijving
* Handle and document client complaints via Salesforce CRM (case management, traceability, communication)
* Manage and optimize workflows through JIRA (ticketing, automation, progress tracking)
* Identify process bottlenecks and suggest improvements to increase efficiency
* Deliver monthly reporting and KPIs using Salesforce data
* Collaborate cross-functionally with Legal, Compliance, and IT teams
* Train internal teams on best practices and proper use of Salesforce and JIRA tools
Profiel
* 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
Aanbod
Contribute to a high-impact mission improving customer satisfaction and regulatory compliance