Innova - Customer Complaints Officer (Banking)

Do you enjoy a challenge?

Is problem-solving second nature to you?

Would you like to be part of a dynamic and supportive team?

Then the position of Complaints Case Manager might be just for you!

Every complaint is a valuable opportunity — a chance to learn, improve, and grow.

Each case helps us enhance our products and services, ensuring a better experience for all our clients.

If you have a passion for quality and believe in continuous improvement, we'd love to meet you.

Your responsibilities As a Complaints Case Manager within our Dutch-speaking Complaints Management Team, you will manage a portfolio of customer complaints from A to Z.

Your key tasks will include: Analyzing complaints independently and assessing their impact.

Collaborating with other departments to gather all relevant information and shape effective solutions.

Responding to customers in a clear, empathetic, and timely manner — ensuring they feel truly heard.

Identifying structural improvements to help optimize internal processes.

Maintaining strong product knowledge and striving for efficient, high-quality resolutions.

What we're looking for You are someone who: Works independently with a proactive and positive attitude Thrives in a complex environment where teamwork and communication matter Is accurate, organized, and solution-oriented Qualifications: Bachelor's degree or equivalent experience Strong command of Dutch (mandatory) Good understanding of banking products Basic knowledge of French.