Senior Customer Complaints Specialist

BBVA; Frankfurt; On-site; EUR 50,000 - 70,000; Full time

Job summary

BBVA Germany is seeking an experienced complaint management professional to support our Digital Banking complaints operations. This role is part of the Legal Department and combines hands-on case handling with operational coordination and process improvements.

You will work closely with our team in Germany and Málaga, handle complex customer cases, and help drive measurable quality and efficiency improvements, without direct people management responsibilities.

Qualifications

• Several years of solid experience in professional complaint management or customer service.
• Experience coordinating teams or external service providers, and improving processes.
• Ability to influence stakeholders and drive results without formal leadership.
• Structured, independent, and solution-oriented approach with strong communication.
• Fluency in German and English (written and spoken); Spanish is a plus.

Responsibilities

• Independently handle complex customer complaints and provide customer-focused solutions.
• Coordinate with outsourced complaint management team in Spain and BBVA Germany.
• Identify areas for improvement, develop solutions, and optimize workflows, escalation procedures.
• Analyze recurring complaint drivers, identify trends, and prepare reports and insights.

Skills

Complaint management

Customer service

Stakeholder influence

Process improvement

German & English fluency

Job description

Excited to grow your career? BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers. As the legal department responsible for the retail business in Germany, we provide comprehensive legal support for the retail operations of our branch. We are currently a team of five and work closely together in a spirit of trust and collaboration. We see ourselves as a pragmatic, solution-oriented partner to the business. We value an open, supportive and performance-driven working environment, as well as open communication on an equal footing and genuine teamwork. We place great importance on high professional standards, mutual support and enjoying our work together.

About the job

Are you experienced in professional complaint management, confident in handling complex customer cases, and passionate about improving processes? Then we would love to hear from you! For our Digital Banking team at BBVA Germany, we are looking for an experienced professional to support our complaint management operations, coordinate collaboration with our team in Málaga, and actively drive process improvements. The role is part of our Legal Department and combines hands-on complaint handling, operational coordination, and process improvement – without direct people management responsibilities.

Your Responsibilities

• Complaint Management: Independently handle complex customer complaints, develop customer-focused solutions, and collaborate with our Legal team on cases involving legal considerations.
• Operational Coordination: Act as the main point of contact for our outsourced complaint management team in Spain, coordinate day-to-day operations, and ensure high-quality complaint handling.
• Process Improvement: Identify areas for improvement, develop solutions, and optimize workflows, quality standards, and escalation procedures.
• Quality & Reporting: Analyze recurring complaint drivers, identify trends, and prepare relevant reports and insights.

What You Bring

• Several years of solid experience in professional complaint management or customer service, particularly in handling complex or escalated customer cases. Experience in banking or financial services is a plus, but not required.
• Experience coordinating operational teams or external service providers, as well asimproving processes and workflows.
• A confident, professional presence and the ability to influence stakeholders and drive results without formal leadership authority.
• A structured, independent, and solution-oriented approach, combined with strong communication skills.
• Fluency in German and English, both written and spoken, is essential. Spanish language skills are a plus.

What matters most to us is your expertise in complaint management – not the industry you come from. We will help you develop the banking-specific knowledge you need to succeed in this role.

What You Can Expect

A varied specialist role offering ownership, room to make an impact, and international collaboration. You will have the opportunity to contribute your expertise, actively improve processes, and work closely with our teams in Germany and Spain to further develop our complaint management operations.

Skills

• Customer Targeting
• Empathy
• Ethics
• Innovation
• Proactive Thinking

We are more than 121,000 colleagues across 25 countries, working in multidisciplinary teams where we understand the importance of work-life balance. We support our clients in the energy transition and are committed to inclusive growth. We are pioneers in adopting disruptive technologies that will shape the financial industry. Dare to define the future of banking!