Complaints & Disputes Consultant

We are seeking a Complaints & Disputes Consultant to support the central Complaints function of Multitude Bank Plc, with a particular focus on the Latvian market.

This is a consultant role based in Latvia, providing non-decision-making, advisory support to internal stakeholders. The Consultant will offer market-specific expertise, particularly in handling escalated or complex complaints, interactions with regulatory authorities, consumer protection bodies, and legal disputes, while also supporting internal case management across multiple markets as needed.

The professional will act as an internal advisor-contributing to case reviews, escalation coordination, and regulatory insights-under the oversight of the Operations Manager. The Consultant will support the business by providing guidance on local complaint-handling practices, customer dispute resolution, and regulatory expectations while ensuring a customer-centric and compliant approach.

This position is ideal for a detail-oriented professional with experience in customer complaints, dispute resolution, collections, legal support, compliance, or customer service operations within the financial services sector.

Key Responsibilities:

• Provide advisory support to the Operations Team on complaint handling matters related to the Latvian market.
• Review and support the management of escalated and complex customer complaints and disputes.
• Assist with complaint investigations, fact-finding activities, and preparation of case documentation.
• Support interactions with regulatory authorities, consumer protection bodies, ombudsman-type institutions, and external legal partners when required.
• Share insights on local market practices, customer expectations, and regulatory developments.
• Contribute to the continuous improvement of complaint handling processes and customer outcomes.
• Support internal stakeholders across multiple markets as needed, providing expertise and guidance on complaint-related matters.
• Assist in identifying trends, root causes, and potential areas for operational or process improvements.
• Maintain accurate records and documentation in accordance with internal policies and regulatory requirements.

Candidate Requirements

Required

• Experience in complaints handling, collections, customer service, legal operations, compliance, dispute resolution, or related functions within the financial services sector.
• Good understanding of the Latvian financial services environment and customer complaint handling practices.
• Fluent in Latvian and English, both written and spoken.
• Excellent communication, organizational, and documentation skills.
• Strong analytical skills and attention to detail.
• Ability to work independently while collaborating effectively with a cross-functional, remote team.
• Professional approach to handling sensitive customer matters and confidential information.

Preferred

• Experience managing escalated or complex customer complaints.
• Familiarity with Latvian regulatory and consumer protection frameworks, including interactions with institutions such as Latvijas Banka, PTAC, or other relevant authorities.
• Experience working with external law firms, regulatory bodies, or dispute resolution entities.
• Background in lending, banking, collections, compliance, legal support, or consumer finance.
• Knowledge of complaint reporting, regulatory correspondence, and case management processes.
• Russian or additional language skills would be considered an advantage.
• Flexible availability and ability to prioritize tasks based on operational needs.

The starting salary for this position is €2,000 gross per month.

We offer:

• A Truly Global Workplace - work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture.

• Hybrid & Flexible Work - we support work-life balance with remote work options and modern office spaces across Europe.

• A Culture of Growth - we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement.

• Financial Growth Opportunities - benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards.

• Workation Programme - work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive.

We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.

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