As part of an important initiative to enhance the management of customer complaints, they are seeking freelance consultants with strong expertise in complaints handling, regulatory compliance, and process optimization.
Handle and document client complaints via Salesforce CRM (case management, traceability, communication)
Manage and optimize workflows through JIRA (ticketing, automation, progress tracking)
Identify process bottlenecks and suggest improvements to increase efficiency
Deliver monthly reporting and KPIs using Salesforce data
Collaborate cross-functionally with Legal, Compliance, and IT teams
Train internal teams on best practices and proper use of Salesforce and JIRA tools
Be part of a company with a strong compliance culture and customer-first mindsetJoin a team working on cutting-edge digital tools
Minimum 5 years' experience in customer complaint handling within the banking or insurance sector
Strong expertise in Salesforce CRM (especially case management and reporting)
Solid command of JIRA (workflow setup, dashboards, ticketing)
In-depth knowledge of Belgian regulations: FSMA, GDPR, Economic Law Code
Highly autonomous, structured, and solution-oriented - with excellent stakeholder communication
Languages: French and English fluency required; Dutch is a strong asset
Our client, a leading player in the Belgian financial services sector, is reinforcing its Customer Protection team.Contribute to a high-impact mission improving customer satisfaction and regulatory compliance
