Operations Officer | Fraud-Related Complaints

Asenium Consulting; Brussel; Hybrid; EUR 42,000 - 64,000; Full time

Job summary

Asenium Consulting is seeking an Operations Officer to handle fraud-related customer complaints in a banking environment. The role focuses on resolving a backlog of fraud cases within one month, processing complaints accurately and efficiently while balancing customer satisfaction with the bank's interests.

The position is hybrid in Brussels, Belgium, with 50% on-site and 50% homeworking. Requires 3+ years of experience, a Bachelor’s or Master’s degree, and strong MS Office skills and banking

Qualifications

• 3+ years of relevant professional experience.
• Bachelor’s or Master’s degree.
• Strong MS Office skills and familiarity with banking applications.
• Experience with accounts, cards and banking products is a plus.
• Native French with fluent Dutch or native Dutch with fluent French; English basics.

Responsibilities

• Process fraud-related customer complaints accurately and within agreed timeframes.
• Thoroughly analyse complaints and their underlying circumstances.
• Gather and review all supporting evidence for each case.
• Provide customers with comprehensive and appropriate responses.
• Act as a point of contact for internal and external clients.
• Support business continuity and customer satisfaction while balancing the bank's interests.

Skills

Analytical thinking

Customer service

Attention to detail

Work under pressure

Education

Bachelor’s or Master’s degree

Tools

MS Office

Banking applications

TPX

Herodote

Job description

We are looking for an Operations Officer to handle fraud-related customer complaints in a banking environment.

The assignment focuses on addressing a significant complaints backlog, primarily involving fraud cases, with a target of resolving the backlog within one month. The successful candidate will process complaints accurately and within reasonable timeframes, balancing customer satisfaction with the bank's interests.

Work setup:

Hybrid - Brussels, Belgium. 50% on-site / 50% homeworking.

Responsibilities:

• Process fraud-related customer complaints accurately and within agreed timeframes.
• Thoroughly analyse complaints and their underlying circumstances.
• Gather and review all supporting evidence for each case.
• Provide customers with comprehensive and appropriate responses.
• Act as a point of contact for internal and external clients.
• Support business continuity and customer satisfaction while balancing the bank's interests.

Must-have requirements:

• At least 3 years of relevant professional experience.
• Bachelor’s or Master’s degree.
• Good expertise in MS Office and familiarity with various IT tools.
• Working knowledge of banking products, including accounts, cards and banking applications.
• Native French with fluent Dutch, or native Dutch with fluent French.
• Basic knowledge of English.
• Strong analytical and problem-solving skills.
• Strong written communication skills, empathy and a customer-oriented approach.
• Ability to work independently.
• Ability to work effectively under pressure and adapt to changing priorities.
• Accuracy, precision and a strong focus on quality.

Nice-to-have qualifications:

• Proficiency in tools such as TPX and Herodote.
• Previous experience in a complaints department and/or bank branch.
• Experience handling fraud cases.
• Strong interest in finance and banking products.