Complaints Resolution Analyst with German

We are looking for team members to help drive our growth. Above all, we look for people who are dedicated to providing value and superior service to our customers, to our shareholders and to our communities. To further strengthen our role as key market player in Europe, we are looking for a

Complaints Resolution Analyst within our European Operations Team. This is a permanent contract based in Europlex Warsaw

• Assist in evaluating and resolving complaints received from our acquiring customers. Complaints may be referred directly from the customer or alternatively, from various business lines across the organisation. Customer complaints are logged through our website, email, telephone, fax or letter.
• Work under guidance of financial rules, terms and conditions associated with contracting to acquiring services. The position often involves collaboration with our Legal Department in relation to Regulatory and Legal cases or those relating to Consumer Protection policies and procedures.
• Consistently ensure awareness of their responsibility to maintain professionalism, attentiveness, and ability to provide on-going assistance in each interaction with our customer.

• Process consumer complaints assigned to you, which includes written and oral communication with businesses and consumers within Complaints Handling guidelines;
• Provide informal mediation to businesses and consumers that file complaints with our organisation;
• Administration duties which may include filing, scanning and copying documents;
• Maintain a high level of confidentiality and professionalism;
• Maintain a regular and reliable work schedule;
• Maintain a working environment free from all forms of discrimination;
• Responsible for monitoring complaint cases within the mailboxes and uploading to the central tracker to ensure timely execution of investigation and resolution;
• Performs quality review of completed investigations and documentation, guaranteeing that the content is complete and adequate;
• Able to recognise discrepancies in investigations practices and possesses a thorough understanding of the complaint process;
• Performs customer contacts as required, documents the customer call, writes customer letters, sends customer e-mails;
• Closes the complaint in a sufficient and in a timely manner in line with regulatory requirements;
• Keeps Business Line Manager abreast of excessive volumes, issues or concerns, impeding effective completion of tasks and responsibilities.

• Fluency in German in particular is required for this role and French and Dutch would be an added advantage.
• Ability to communicate with people in a professional and courteous manner in person, on the telephone, and through written communication;
• Ability to answer complex calls in a professional, understanding manner;
• Basic computer skills such as Word and Excel;
• Strong oral and written communication skills;
• Ability to work in a fast paced learning environment.

• Full time position on shifts, employment agreement;
• Excellent package including complex medical care, group insurance, Multisport card, language classes;
• Highly professional, multicultural environment and high standards of work;
• Professional trainings, opportunity to develop career path in organizational structures, support in career planning;
• Work in a dynamic team with a supportive inclusive culture and strong values;
• Interaction with Clients and Colleagues across the globe;
• Good atmosphere at work and comfortable working environment;
• Opportunity to participate in social and community projects.