BBVASenior Customer Complaints Specialist
BBVA is hiring a Senior Customer Complaints Specialist in Frankfurt, Germany. Level rates it ; you can apply on BBVA.
Level's read on this job
- On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
- The posting mentions complaint management, customer service and process improvement among its tools and skills.
- Level classes it as a senior role.
- BBVA has 565 other open roles on Level.
AI in this role
Senior Customer Complaints Specialist handling complex cases and driving operational process improvements for digital banking.
Excited to grow your career?
BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.
As the legal department responsible for the retail business in Germany, we provide comprehensive legal support for the retail operations of our branch. We are currently a team of five and work closely together in a spirit of trust and collaboration. We see ourselves as a pragmatic, solution-oriented partner to the business.
We value an open, supportive and performance-driven working environment, as well as open communication on an equal footing and genuine teamwork. We place great importance on high professional standards, mutual support and enjoying our work together.
About the job:
Are you experienced in professional complaint management, confident in handling complex customer cases, and passionate about improving processes? Then we would love to hear from you!
For our Digital Banking team at BBVA Germany, we are looking for an experienced professional to support our complaint management operations, coordinate collaboration with our team in Málaga, and actively drive process improvements. The role is part of our Legal Department and combines hands-on complaint handling, operational coordination, and process improvement – without direct people management responsibilities.
Your Responsibilities
● Complaint Management: Independently handle complex customer complaints, develop customer-focused solutions, and collaborate with our Legal team on cases involving legal considerations.
● Operational Coordination: Act as the main point of contact for our outsourced complaint management team in Spain, coordinate day-to-day operations, and ensure high-quality complaint handling.
● Process Improvement: Identify areas for improvement, develop solutions, and optimize workflows, quality standards, and escalation procedures.
● Quality & Reporting: Analyze recurring complaint drivers, identify trends, and
prepare relevant reports and insights.
What You Bring
● Several years of solid experience in professional complaint management or customer service, particularly in handling complex or escalated customer cases. Experience in banking or financial services is a plus, but not required.
● Experience coordinating operational teams or external service providers, as well asimproving processes and workflows.
● A confident, professional presence and the ability to influence stakeholders and drive results without formal leadership authority.
● A structured, independent, and solution-oriented approach, combined with strong communication skills.
● Fluency in German and English, both written and spoken, is essential. Spanish language skills are a plus.
What matters most to us is your expertise in complaint management – not the industry you come from. We will help you develop the banking-specific knowledge you need to succeed in this role.
What You Can Expect
A varied specialist role offering ownership, room to make an impact, and international collaboration. You will have the opportunity to contribute your expertise, actively improve processes, and work closely with our teams in Germany and Spain to further develop our complaint management operations.
Skills:
Empatía, Ética, Innovación, Orientación al cliente, Pensamiento proactivoHow we rate this
Senior Customer Complaints Specialist at BBVA rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where complaint management was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where process improvement was part of your work. What did you do?
- Tell me about a project where operations management was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Complaint Management, Customer Service, Process Improvement, and Operations Management. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Want an expert to read your CV for this job?
Free. Send your CV and the role you want next. You get your review by email within 24 hours.
Get new AI jobs by email
One email a week with the new AI jobs, each rated for how much AI is in the work. No recruiter spam, unsubscribe in one click.
Free. One email a week. Unsubscribe in one click.
Similar roles
Other roles that involve little AI, at other companies.
What kind of AI work fits you?
Answer 12 practical questions in about three minutes. Get a simple profile, the work it points to, and live roles to explore next.
Find my next step