Senior Complaints Expert

This position falls in scale 9, with a gross monthly salary between € 4,552.48 and € 6,069.97 (based on 36 hours per week). Furthermore, we offer:
• 36-hour work week, minimum presence 2 days per week, Wednesday fixed office day due to weekly team meetings.
• 8% holiday allowance and a 13th month, at a time that suits you best
• Based on a full-time employment: 208.8 leave hours per year
• A good collective pension scheme
• € 750 per year to continue your development (to be saved up to € 3,000)
• Every 5 years € 900 to get your home working space completely in order again
• An NS-Business Card and a mileage allowance if you come by bicycle

Curious about the rest? Read more about our employment conditions here.

About us

ASN Bank is an accessible and progressive bank with an eye for people, society, and the future. We contribute in a sustainable manner to financial solutions for our customers and to social issues in the Netherlands. In doing so, we pay special attention to sustainability, financial well-being, and good housing. As a bank, we combine the convenience of secure mobile banking with the strength of personal advice. Thanks to our nationwide network of offices, we are also physically close at the moments that matter.

As a Senior Complaints Expert at ASN Bank in Utrecht, you are the substantive authority on complex complaint files, you connect the organization, and you provide direction to quality and improvement.

As a Senior Complaints Expert, you take on the heaviest and most precedent-setting files. You develop tailor-made solutions, take on a coordinating role within the team, and ensure that the organization learns structurally from complaints, even outside the department.

Your responsibilities

• You substantively handle the most complex Kifid, appeals, and BKR Disputes Committee cases and link findings and learning points back to the organization in a targeted manner
• You represent ASN Bank at court hearings and support lawyers in strategically complex legal cases
• You take on a coordinating role in the team regarding work distribution, performance dialogues, and driving improvements within and outside the department
• You actively participate in projects and working groups, such as discrimination working groups with links to complaints, and represent complaint expertise there
• You optimize complaint handling processes, translate laws and regulations into new ways of working, and manage stakeholders towards internal and external parties

You possess in-depth knowledge of complaint handling and independently solve complex legal and financial issues. You switch effortlessly between substantive file handling, stakeholder management, and a coordinating role, and you know how to translate your expertise into organization-wide improvements.

• HBO/WO working and thinking level
• At least 5 years of experience with complex complaint and legal file handling within the banking sector or a related financial institution
• Wft Basis, Wft Schade Particulier and Wft Hypothecair Krediet
• Highly specialized knowledge of complaint processes, relevant laws and regulations, and the relationship to broader business processes
• Excellent oral and written communication skills, also towards external legal, supervisory, and project-based stakeholders

Become our colleague

Are you standing up for tomorrow? Then apply to ASN Bank today. Upload your motivation and CV, and we will contact you quickly. The application procedure consists of two interviews and an assessment. For more information, you can contact Floortje Otten, corporate recruiter, via Floortje.Otten@asnbank.nl or at 06-10986428.

We work in a pleasant manner with a number of preferred suppliers. Therefore, acquisition is not appreciated.

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