Complaints Manager (Payment Services & Cards) - Freelance

Complaints Manager (Payment Services & Cards)

Position Overview

We are looking for a results-driven and stress-resistant professional to join our dynamic team as a Complaints Manager. In this role, 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 .

Key Responsibilities

• Manage a portfolio of complaints end-to-end, ensuring timely and high-quality resolution

• Analyze, 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

Required Skills & Competencies

• Strong analytical skills with attention to detail

• Ability to work autonomously and take ownership of cases

• Client-oriented mindset with excellent communication skills

• Result-oriented and able to perform well under pressure

• Stress-resistant and capable of managing multiple priorities 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 Profile

• Proactive and solution-oriented

• Strong interpersonal and communication skills

• Comfortable working in a fast-paced banking environment