The operations team at a large retail bank handles incoming customer complaints and ensures cases are closed accurately and within set service windows. This role exists to process fraud-related complaints, using MS Office and a variety of IT tools to analyse case files, gather evidence and produce formal responses to customers and internal stakeholders.
The mission
Our complaints unit is addressing a significant backlog of fraud-related cases, with a target to resolve cases within one month from intake. The technical landscape combines manual case analysis, document review in Office tools, and case management systems, and work will be coordinated with compliance, fraud prevention and payment operations teams.
Day to day you will take ownership of a caseload of consumer banking complaints (accounts, cards, banking applications), perform root-cause analysis, collect supporting documentation and draft clear, compliant responses to customers. You will also escalate complex files to specialists, update case status in the IT tools and contribute to process improvements to reduce future backlogs.
Your responsibilities
- Manage and close a personal caseload of fraud-related complaints, ensuring responses meet regulatory and internal quality standards
- Analyse transaction and account data to establish facts, assemble evidence and form a defensible position for each complaint
- Draft and send clear, customer-facing responses that balance customer satisfaction with the institution's interests
- Coordinate with fraud prevention, compliance and payment operations to escalate complex cases and secure necessary information
- Maintain accurate case records in the bank's IT tools and produce status reports that help the team meet the one-month resolution target
- Identify recurring process or product issues and propose practical improvements to reduce complaint volumes and cycle time
Your profile
Essential skills
- At least 3 years handling banking operational tasks or complaints, with demonstrable experience processing fraud-related complaints
- Strong proficiency in MS Office for analysis and written responses, and comfortable learning multiple case management tools
- Working knowledge of banking products: transaction accounts, payment cards and online banking applications
- Analytical mindset, accuracy and attention to detail when assembling evidence and writing decisions
- Strong written communication in Dutch and French, and the ability to work independently under time pressure
Preferred skills
- Prior experience with TPX and Herodote or similar case management platforms
- Previous role in a complaints department or branch operations
- Interest in payments, fraud patterns and related regulatory requirements
Languages
- Dutch, CEFR C1
- French, CEFR C1
- English, CEFR A2
Education
- Bachelor or Master degree or equivalent professional experience
Processing of fraud-related complaints within one month, ms office, tpx and herodote experience are central to success in this medior operations officer role.