Senior Requests Management Officer
Quant Greece is a Fitch-rated, independent domestic NPL servicer managing c.€10bn across all asset classes, offering coherent E2E debt management solutions to financial constituents and institutional investors in Greece.
We are looking for a Senior Requests Management Officer to join our team in Athens. The role will be responsible to ensure the effective, timely, and compliant management of customer requests across assigned portfolios, in accordance with applicable regulatory requirements, internal policies, and service level agreements, while promoting a culture of Customer Excellence through the delivery of high-quality, consistent, and customer-focused service.
Reporting to the Complaints & Requests Manager this role has the following responsibilities:
- Manage customer requests end-to-end, ensuring accurate, complete, and timely responses in line with agreed service levels and Customer Excellence standards;
- Take ownership of complex, sensitive, or escalated cases, prioritizing workload and coordinating the necessary actions through to resolution;
- Ensure proper recording, documentation, monitoring, and follow-up of all requests, supporting transparency, consistency, and service quality;
- Ensure compliance with applicable regulatory requirements, internal procedures, and quality standards;
- Identify potential risks, process deviations, and recurring issues, escalating them appropriately and supporting internal reviews and audits;
- Collaborate with internal departments and external stakeholders to obtain information, resolve...
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