Complaints Management Senior Officer

Quant Greece is a Fitch-rated, independent domestic NPL servicer managing c.€10bn across all asset classes, offering coherent E2E debt management solutions to financial constituents and institutional investors in Greece.

We are looking for a Complaints Management Senior Officer to join our team in Athens. The role will be responsible for ensuring quality service in accordance with the Company's Policies and Procedures and the Code of Conduct. Reporting to the Complaints & Requests Manager this role has the following responsibilities for serviced portfolios:

• Manage all customer communication channels (email, letter and phone);
• Monitor and ensure the smooth and timely resolution of customer requests and complaints, within the prescribed regulatory and internal deadlines;
• Handle complaints with professionalism and courtesy within the imposed by the law timelines;
• Handle inbound/outbound calls at the Complaints Call Center;
• Cooperate with all teams, provide supportive work and ensure maximum synergies;
• Actively participate in the quality control and assurance processes of complaint handling and customer experience;
• Plan, organize, and prioritize daily workload efficiently to meet performance targets and service level agreements;
• Perform tasks within the scope of responsibility speedily, identify problems and make recommendations for corrective actions;
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

Requirements

• 3-5 years of professional experience;
• Good knowledge of the Consumer Protection, Code of Conduct under Law 4224/2013 and Data Protection framework;
• Comfortable working in high pressure environments and on an agile delivery plan and exceptional attention to detail;
• Effectiveness on solving problems; and
• Fluency in English and strong communication skills, both verbal and written.

Benefits

Your Life @ Quant 

This role is a office-based opportunity in Athens. 

As a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognized, and there will be great opportunities to ensure your career growth.  
Find out more about #LifeatQuant  

Your benefits 
Join the #Qteam and enjoy: 

Competitive compensation, Meal vouchers, and annual bonus programs. 

Cutting-edge IT equipment, mobile phone, and data plan. 

Modern facilities, free coffee, beverages, and indoor parking. 

Private health insurance, occupational doctor, workplace counselor and nutritionist. 

Onsite gym, wellness facilities, and ping pong room. 

Career and talent development tools. 

Mentoring, coaching, personalized annual learning, and development plan. 

Employee referral bonus, regular wellbeing, ESG, and volunteering activities. 

At QUANT, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity, or disability make no difference in Quant. We want to attract, grow and retain the best people based only on their ability and behavior. 

Application Note: All CVs and application materials should be submitted in English to be considered for this position. 

Disclaimer: Qualco collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.