Senior Customer Complaints Consultant


Publication date 19/01/2024

Contract type Permanent


Location Belgium


Roles & Responsibilities

DynaFin is expanding its team of financial consultants and is on the lookout for talents passionate about finance, equipped with excellent customer service skills, to contribute to projects with our clients in the banking and insurance sectors. 

That is why We are actively seeking a dynamic and skilled Senior Customer Complaints Consultant, ready to bring their expertise to help clients navigate successfully in the complex world of finance. As a key player in our organization, you will be responsible for ensuring regulatory compliance, making informed decisions on behalf of the bank, and maintaining clear communication with clients.

If you are driven by the desire to make a real difference and find inspiration in this field, we strongly encourage you to apply and explore this opportunity.


Roles and responsibilities :

  1. Complaint Capture and Recording:
    • Capture customer complaints related to the bank's activities, products, and processes, meticulously recording them in our systems.
  2. Analysis and Solution Seeking:
    • Collaborate with operational areas to analyze the nature and cause of complaints, actively seeking solutions where possible.
  3. Coordination and Follow-up:
    • Coordinate complaints, ensuring diligent follow-up in adherence to Service Level Agreements (SLA).
  4. Regulatory Compliance and Decision-Making:
    • Assess analysis results, cross-verify against banking regulations, legislation, or contractual provisions.
    • Make decisions on the final position of the bank concerning the client and/or ombudsman service.
  5. Client Communication:
    • Respond to client complaints in writing, providing comprehensive and clear explanations.
  6. Internal Communication and Memos:
    • Advise other departments, crafting and disseminating internal memos to inform and sensitize all relevant parties within the bank about after-care and follow-up actions.
  7. Documentation:
    • Compile complete electronic files for each complaint.
  8. Continuous Improvement:
    • Propose improvements to the bank's activities, products, and processes based on insights gained from complaint analysis.


  • Bachelor's degree, preferably with a legal or financial background.
  • Senior: 7 to 10 years of relevant experience.
  • Experience across various bank departments is an asset.
  • Affinity with banking regulations and legal provisions.
  • Excellent oral and written communication skills in Dutch and French.
  • Strong organizational skills with efficient work planning.
  • Analytical, customer-oriented, and collaborative mindset.
  • Autonomous decision-making capability.
  • Ability to remain correct, neutral, and objective in high-stress situations.

About Dynafin Consulting

DynaFin Consulting is a human-sized, flexible consulting company delivering services in the Financial Services Industry. Our company consists of more than 145 committed consultants in several business domains: Invest  Payments  Credits  Insurance – Data - Risk & Compliance.


In 14 years, we have become a reference in the Belgian Financial Services landscape. In July 2017, we joined the Alan Allman Associates ecosystem, adding the international dimension to our ambitions.