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.

As a Complaints Handler you will: Interpret and apply legal and regulatory requirements relevant to the financial sector, both general and product specific. 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. These are some of the qualities that we value the most for this role.

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.

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



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

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

We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably. 360o care of the employee (physical, mental, social connection & purpose). Physiotherapy service on site. Gympass service.

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

International

Remote work program. 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 .

📌 Complaints Handler (Temp) (Madrid)
🏢 Ing
📍 Madrid