1.
Analyze and handle complex complaints related to ATM operations.
2.
Conduct thorough factual investigations (e.g., incorrect deposits, technical anomalies, fraudulent behavior).
3.
Maintain direct liaison with member banks (no direct contact with end clients).
4.
Understand and acknowledge the concerns of banks while firmly defending the company when fraud or abuse is identified.
5.
Provide clear reports to the management team, to whom you will report directly.
6.
Ensure compliance with internal processes and contribute to their continuous improvement.
7.
Proactively identify recurring issues and propose solutions to enhance service quality.
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Proven experience (5+ years) in managing complaints / complex disputes, ideally in banking, insurance, or payments (e.g., American Express, Mastercard, Visa, Worldline).
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Strong analytical and investigative skills.
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Ability to work under pressure and handle sensitive situations with empathy and assertiveness.
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Excellent B2B communication skills (interaction with banks, not end clients).
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Integrity, attention to detail, and strong synthesis skills.
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Autonomy: no team to manage, but serving as a reference point in direct contact with management.
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Native-level French or Dutch + good command of the other national language; English is a plus.
Attractive package