# Complaints Officer > Cepal Hellas Financial Services S.A. · Kallithea, Greece (Hybrid) · — · Posted 2026-07-30 **Workplace:** hybrid **Department:** Operations & DRMU ## Description The Complaints Officer ensures accurate logging, investigation and handling of debtor complaints in line with internal policies, regulatory requirements and service standards. The role supports end-to-end complaint management, timely resolution and effective communication with internal departments and debtors. ### Main Responsibilities - Performs initial case assessments and follows established procedures to ensure fair, consistent and regulatory-compliant complaint handling. - Collects and reviews the required information and supporting documentation to facilitate complaint investigations. - Collaborates with internal departments to gather information and support effective complaint resolution. - Prepares draft responses and supporting documentation, ensuring clarity, accuracy and professionalism. - Ensures timely delivery of complaint responses and resolution actions in accordance with established Service Level Agreements (SLAs). - Ensures compliance with the Code of Conduct, internal policies and the applicable complaint-handling regulatory framework. - Maintains accurate case documentation, updates internal systems and ensures a complete audit trail for all assigned complaint cases. ## Requirements **Education, Experience and Technical Skills** - Bachelor’s Degree in Economics, Finance, Banking, Social Studies or related field - 1–3 years of experience in complaints handling, customer service or similar role - Excellent verbal and written communication skills in Greek and English - Computer literacy and MS Office knowledge - Strong attention to detail, accuracy and organisational skills **Competencies** - High integrity, professionalism and discretion - Strong analytical and critical thinking skills - Ability to manage multiple cases and meet SLAs - Excellent written and verbal communication skills - Strong collaboration and stakeholder management - Commitment to regulatory compliance and attention to detail ## Benefits Here’s what you can look forward to as part of the #CepalTeam: - Competitive Compensation : We offer an attractive salary, annual performance-based bonuses, and a monthly meal allowance through our ticket restaurant card. - Health: Private medical insurance is provided for you and your family. - Family Support: Monthly financial allowance for early education (nursery) and coverage of expenses for children with neurodiversity or disabilities—including therapeutic swimming, music therapy, horse riding, and parental support. - Flexible Work Model: Our hybrid approach offers a level of remote work flexibility that supports work-life balance while preserving strong collaboration and team spirit. - Modern Workspaces: Contemporary offices designed to support comfort, health, and productivity, with fully equipped workstations, quiet areas, on-site restaurant, and group fitness sessions . - Lifelong Learning: Cepal supports continuous learning through access to e-learning platforms and structured professional development programs. - Career Progression: We are committed to your growth, offering a clear development path supported by feedback, mentoring, and personalized learning plans. - Make a Difference: Get involved in regular wellbeing, ESG and volunteering initiatives that reflect our values and foster a sense of purpose and community. At Cepal, we believe that inclusion is more than a value, it's a way of thinking and acting. As members of the Diversity Charter Greece, we are committed to fostering a workplace where every individual feels respected, empowered, and free to contribute meaningfully. All applications are treated fairly, confidentially, and based solely on qualifications and merit. ## Apply [Apply at Cepal Hellas Financial Services S.A.](https://apply.workable.com/cepal/j/8AAAB98E14/apply) --- Powered by [Workable](https://www.workable.com)