Back-Office Support Coordinator

Manage and resolve second-line escalations, ensuring timely follow-up and closure of complex customer cases. Monitor compliance with operational and regulatory SLAs, ensuring response and resolution times meet established standards. Oversee the accurate registration, classification, and tracking of complaints and claims, ensuring data quality and regulatory compliance.

3+ years of experience in back-office operations, second-line customer support, or escalation management, ideally within banking, fintech, or financial services. Proven experience leading or coordinating teams effectively. Experience working with Smart Supervision or similar complaint/PQR management platforms, including compliance with regulatory SLAs.

Competitive base salary. Full statutory benefits. Indefinite-term employment contract.