Complaints and Compliance Specialist with Dutch (NL)

About the role

This is a Complaints & Compliance Specialist position focused on managing and resolving merchant payment complaints while ensuring regulatory compliance. You'll work within regulatory timelines to investigate complex payment issues and collaborate with cross-functional teams to improve processes.

What you'll do

• Manage, investigate, and resolve merchant-facing payment complaints within regulatory timelines and internal SLAs
• Perform root-cause analysis across processors, gateways, and payout systems, documenting findings and actions taken
• Draft clear, compliant, and customer-friendly final responses aligned with regulatory standards and privacy requirements
• Collaborate with cross-functional teams (Payments Ops, Risk/Fraud, Engineering, Finance, Customer Support) to resolve complex cases
• Maintain accurate and audit-ready documentation in the complaints management system
• Monitor and prioritise complaint queues, escalations, and regulator inquiries based on urgency and impact
• Identify recurring issues and contribute to playbooks, SOPs, and internal knowledge bases
• Support team members through coaching on complaint handling, documentation, and compliance topics
• Partner with Data/Analytics to validate impact and measure resolution effectiveness

What you'll need

• 2+ years experience in customer support
• Foundational knowledge of payment processing (authorisations, settlements, payouts, and chargebacks)
• Understanding of complaint-handling regulations, ombudsman expectations, and data privacy principles (GDPR)
• Strong written communication skills and ability to produce compliant, well-structured responses
• Good knowledge of UK and Irish FinTech regulation and LT payments industry regulation
• Analytical mindset - able to investigate root causes, interpret data, and propose process improvements
• Organised and detail-oriented working style, with strong prioritisation and time-management skills
• Collaborative approach, with the ability to work effectively across teams
• Fluency in English and Dutch (both written and spoken)

What they offer

• €2,000 annual L&D budget for conferences or professional growth
• Corporate pension scheme with up to 20% matching
• 28 days of paid leave plus public holidays
• Urban Sports Club subsidy and subsidised lunches
• Break4me: 1-month sabbatical after 3 years
• Referral bonus program