Loan Decision Reviews & Complaint Support

• Review customer applications and lending decisions as part of complaint investigations and operational reviews.

• Assess whether creditworthiness and affordability evaluations were completed appropriately and in accordance with company policies and procedures.

• Analyse customer files, application histories, decision logs, and supporting documentation.

• Determine whether lending decisions were reasonable, consistent, and supported by the information available at the time of assessment.

• Support complaint investigations by providing objective case reviews and factual assessments.

• Prepare clear summaries, findings, and recommendations for management and relevant stakeholders.

• Escalate significant findings, policy deviations, or customer outcome concerns where necessary.

Quality Assurance & Process Monitoring

• Conduct quality assurance reviews across loan operations activities to ensure compliance with internal procedures and service standards.

• Monitor operational quality trends and identify recurring issues, risks, and opportunities for improvement.

• Support the development and maintenance of operational procedures, controls, and quality standards.

• Contribute to training, coaching, and quality improvement initiatives based on review findings.

• Maintain accurate records of reviews, findings, and corrective actions.

Operational Support & Continuous Improvement

• Participate in operational reviews, audits, and improvement projects.

• Provide analytical and operational support on ad hoc topics and business priorities.

• Collaborate with Customer Operations, Risk, Compliance, and other stakeholders to improve processes and customer outcomes.

• Support implementation of policy, procedure, and system changes impacting Loan Operations.

Skills & Experience

• Experience in lending, loan operations, customer operations, complaints handling, quality assurance, or a similar role.

• Good understanding of creditworthiness and affordability assessments.

• Strong analytical and investigative skills.

• Excellent attention to detail and ability to identify inconsistencies.

• Ability to review cases objectively and make evidence-based conclusions.

• Strong written and verbal communication skills.

• Proactive approach to problem-solving and continuous improvement.

The starting salary for this position is €2,900 gross per month.

We offer:

• A Truly Global Workplace – collaborate with 40+ nationalities across 25+ countries, embracing diversity, inclusion, and cross-cultural innovation

• Hybrid & Flexible Work – balance your life and career with remote-friendly policies and modern offices across Europe

• A Culture of Growth – accelerate your development with access to LinkedIn Learning, structured mentorship, and internal leadership programmes (HiPo & People Leader tracks)

• Workation Programme – work remotely from abroad for up to 2 months per year and experience new cultures while staying connected and productive

• Financial Growth Opportunities – invest in your future with our share purchase matching programme, doubling your contributions and fostering long-term rewards

• Private Health Insurance – access comprehensive healthcare coverage tailored to local standards

• Wellbeing Benefit – receive an annual wellness allowance to support your physical and mental health

• Weekly Office Breakfast – enjoy a fresh start with breakfast at the office

We may use artificial intelligence (AI) tools to support specific parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses against predefined criteria. These tools assist our recruitment team but do not replace human judgment. All final hiring decisions are made by human recruiters.

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