Complaints Officer

About the role

The Complaints Officer is responsible for logging, investigating and resolving debtor complaints in line with internal policies, regulatory standards and service level agreements. You will act as a liaison between debtors and internal departments, ensuring transparent communication and timely resolution.

Key responsibilities

• Perform initial case assessments and follow established procedures to guarantee fair and compliant complaint handling.
• Collect and review required information and documentation to support investigations.
• Collaborate with internal teams to gather data and facilitate effective resolution.
• Draft clear, accurate response letters and supporting documents.
• Deliver complaint responses within agreed SLAs and maintain a complete audit trail in internal systems.
• Ensure adherence to the Code of Conduct, internal policies and relevant regulatory frameworks.

Required profile

• Bachelor's degree in Economics, Finance, Banking, Social Studies or a related field.
• 1‑3 years of experience in complaints handling, customer service or a similar role.
• Excellent verbal and written communication skills in Greek and English.
• Strong attention to detail, accuracy and organisational abilities.
• High integrity, professionalism and discretion.

Required skills

• Proficiency with MS Office.

What we offer

• Competitive salary with performance‑based bonuses and a monthly meal allowance.
• Private medical insurance for you and your family.
• Family support allowances for early education and children with special needs.
• Hybrid work model providing remote‑work flexibility.
• Modern office spaces, on‑site restaurant and fitness sessions.
• Access to e‑learning platforms and structured professional development programs.