Complaints Handler

At ING we are looking for a Complaints Handler

Your role and work environment:

We are looking for a talented and enthusiastic Complaints Handler to join our Internal Ombudsman Team within Compliance

The responsibility of this team is to ensure the fair and effective resolution of customer complaints, working with different departments within the bank to ensure that the processes leading to customer complaints comply with regulatory requirements and deliver the best possible customer experience.

Additionally, the team engages with regulatory supervisors to respond to their requests for information in accordance with to regulatory standards and timelines.

Our way of working is founded on the following pillars to prevent future complaints:

• customer centric approach

• regulatory compliance

• thorough investigation and documentation

• efficient resolution

• continuous improvement

Your key responsibilities:

As a Complaints Handler you will:

• Analyze and resolve customer complaints, ensuring responses are technically sound, well-argued, and aligned with current regulatory frameworks and ING policies.

• Interpret and apply legal and regulatory requirements relevant to the financial sector, both general and product specific.

• Collaborate cross-functionally with internal departments to gather case information and develop integrated, consistent responses.

• Identify process improvement opportunities based on complaint trends and root cause analysis, providing feedback to the organization and proposing changes to prevent recurrence and improve customer satisfaction.

• Prepare high-quality internal and external reports, including submissions to regulatory bodies, ensuring accuracy, clarity, and timely delivery.

• Oversee the performance of external service providers supporting the complaints handling activities, ensuring adherence to quality standards, timelines, and regulatory criteria.

• Conduct internal audits of provider activity, including case reviews, KPI monitoring, and follow-up on corrective actions.

• Foster a collaborative, feedback-driven team environment focused on results and continuous improvement.

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role.

Knowledge and Experience:

• Bachelor’s degree in Law, Business Administration, Economics, or a related field.

• Proven experience in complaints handling, regulatory compliance, or customer experience within the financial services sector.

• Strong understanding of financial regulations and customer protection frameworks.

• Experience working with external vendors or service providers is a plus.

Competencies:

• Ability to understand customer perspectives and deliver clear, fair, and professional responses.

• Skilled in interpreting complex information and identifying patterns to support sound decision-making.

• Capable of managing multiple priorities independently while meeting tight deadlines.

• Driven to challenge existing processes and contribute to departmental enhancements.

• Effective communicator with a collaborative mindset, able to work across functions.

And if the shoe fits… don’t hesitate to apply!

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!

Health insurance.

For you and all your family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

Get to know Us

We are a team of more than 1700 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!

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En ING estamos buscando un/a Complaints Handler

Tu rol y entorno de trabajo:

Estamos buscando a una persona con talento y entusiasmo para incorporarse al equipo de Internal Ombudsman dentro del área de Compliance.

La responsabilidad de este equipo es garantizar la resolución justa y eficaz de las reclamaciones de clientes, colaborando con diferentes departamentos del banco para asegurar que los procesos que generan reclamaciones cumplen con los requisitos normativos y ofrecen la mejor experiencia posible a la clientela.

Además, el equipo interactúa con supervisores regulatorios para responder a sus solicitudes de información conforme a los estándares y plazos establecidos por la normativa.

Nuestra forma de trabajar se basa en los siguientes pilares para prevenir futuras reclamaciones:

• enfoque centrado en la persona cliente
• cumplimiento normativo
• investigación y documentación exhaustiva
• resolución eficiente
• mejora continua

Tus principales responsabilidades:

Como Complaints Handler, tus funciones serán:

• Analizar y resolver reclamaciones de clientes, asegurando que las respuestas sean técnicamente sólidas, bien argumentadas y alineadas con los marcos regulatorios vigentes y las políticas de ING.
• Interpretar y aplicar los requisitos legales y normativos relevantes para el sector financiero, tanto generales como específicos de producto.
• Colaborar de forma transversal con departamentos internos para recopilar información de los casos y desarrollar respuestas integradas y coherentes.
• Identificar oportunidades de mejora de procesos basadas en tendencias de reclamaciones y análisis de causas raíz, proporcionando feedback a la organización y proponiendo cambios para evitar recurrencias y mejorar la satisfacción de la clientela.
• Preparar informes internos y externos de alta calidad, incluyendo envíos a organismos reguladores, garantizando precisión, claridad y entrega puntual.
• Supervisar el rendimiento de proveedores externos que apoyan las actividades de gestión de reclamaciones, asegurando el cumplimiento de los estándares de calidad, plazos y criterios regulatorios.
• Realizar auditorías internas de la actividad de proveedores, incluyendo revisión de casos, seguimiento de KPIs y acciones correctivas.
• Fomentar un entorno de equipo colaborativo, basado en el feedback, enfocado en resultados y mejora continua.

¿Qué buscamos?

¿Quieres saber si este puesto está hecho para ti? Estas son algunas de las cualidades que más valoramos para este rol.

Conocimientos y experiencia:

• Titulación universitaria en Derecho, Administración de Empresas, Economía o un campo relacionado.
• Experiencia demostrada en gestión de reclamaciones, cumplimiento normativo o experiencia de cliente en el sector de servicios financieros.
• Sólido conocimiento de la normativa financiera y marcos de protección a la clientela.
• Experiencia trabajando con proveedores externos es un plus.

Competencias:

• Capacidad para comprender las perspectivas de la persona cliente y ofrecer respuestas claras, justas y profesionales.
• Habilidad para interpretar información compleja e identificar patrones que respalden una toma de decisiones sólida.
• Capacidad para gestionar múltiples prioridades de forma autónoma cumpliendo con plazos ajustados.
• Motivación para cuestionar procesos existentes y contribuir a mejoras departamentales.
• Comunicador/a eficaz con mentalidad colaborativa, capaz de trabajar de forma transversal.

Y si te encaja… ¡no dudes en postularte!

¿Qué ofrecemos?

El tiempo que pasas trabajando, los retos que enfrentas o las lecciones que aprendes son muy importantes, pero… ¿y tu vida personal? En ING queremos que tu trabajo te llene en todos los sentidos, y por eso cuidamos hasta el más mínimo detalle.

¡Mira todo lo que te espera!