Customer Loyalty Expert

REQ-10093741
22/04/2025
Customer Loyalty
Milano, Italia
ING Bank

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The Customer Loyalty Team Officer is responsible for managing and resolving customer complaints in a timely and efficient manner. This role involves investigating complaints, liaising with relevant departments, and ensuring customer satisfaction while adhering to the bank's policies and procedures.

Key Responsibilities:

Complaint Handling: Receive, log, and investigate customer complaints.
Resolution: Work with relevant departments to resolve complaints and provide appropriate solutions.
Communication: Maintain clear and professional communication with customers throughout the complaint resolution process.
Documentation: Keep accurate records of complaints and resolutions, ensuring compliance with regulatory requirements.
Reporting: Prepare regular reports on complaint trends and outcomes for management review.
Customer Service: Provide excellent customer service and ensure a positive experience for all customers.
Policy Adherence: Ensure all complaint handling procedures comply with the bank's policies and regulatory requirements.

Education: Bachelor's degree in Business Administration, Finance, or a related field.
Experience: Minimum of 2 years of experience in customer service or complaint handling, preferably in the banking sector.
Skills: Strong communication and interpersonal skills, problem-solving abilities, attention to detail, and proficiency in MS Office.
Attributes: Empathetic, patient, and able to handle stressful situations calmly and professionally.

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