Complaints & Disputes Consultant

About the role

We are looking for a Complaints & Disputes Consultant to provide advisory support to the central Complaints function of Multitude Bank Plc, focusing on the Latvian market. The consultant will work independently, offering expertise on escalated or complex complaints, regulatory interactions and internal case management across multiple markets.

Key responsibilities

• Advise the Operations Team on complaint handling matters specific to Latvia.
• Review and support escalated and complex customer complaints and disputes.
• Assist with investigations, fact‑finding and preparation of case documentation.
• Support interactions with regulatory authorities, consumer protection bodies, ombudsman‑type institutions and external legal partners.
• Provide insights on local market practices, customer expectations and regulatory developments.
• Contribute to continuous improvement of complaint handling processes and customer outcomes.
• Support internal stakeholders in other markets with complaint‑related expertise as needed.
• Identify trends, root causes and recommend operational or process improvements.
• Maintain accurate records in line with internal policies and regulatory requirements.

Required profile

• Experience in complaints handling, collections, dispute resolution, legal operations or compliance within the financial services sector.
• Good understanding of the Latvian financial services environment and complaint handling practices.
• Fluent in Latvian and English, both written and spoken.
• Excellent communication, organizational and documentation abilities.
• Strong analytical skills and attention to detail.
• Ability to work independently while collaborating with a remote, cross‑functional team.

Required skills

• Proficiency in Latvian language.
• Proficiency in English language.