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 operational issues, and ensure timely case closure;
• Contribute to the development and enhancement of procedures, templates, and best practices, while monitoring operational performance and highlighting improvement opportunities;
• Participate in ad hoc projects and cross-functional initiatives ensuring effective organization, timely delivery of assigned activities, and the preparation and presentation of results, insights, and recommendations to support decision-making and continuous improvement;
• Support the onboarding, training, and development of team members, promoting collaboration, accountability, and knowledge sharing;
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.

• Minimum 4 years of relevant professional experience in Operations, Requests Management or a similar role;
• Previous experience in financial services, banking, debt servicing, or another regulated environment;
• Good understanding of regulatory requirements, internal controls, and service level obligations;
• Proven ability to work effectively under pressure, manage competing priorities, and meet tight deadlines;
• Excellent use of MS Office Suite (MS Excel, Word, PowerPoint);
• Strong problem-solving and analytical skills, with exceptional attention to detail;
• Excellent written and verbal communication skills in both Greek and English;
• Strong sense of ownership, accountability, and commitment to case resolution;
• Proactive mindset with a focus on continuous improvement and operational efficiency;
• Strong collaboration, knowledge-sharing, and team development skills.

Your Life @ Quant
This role is a office-based opportunity in Athens.

As a #Qmember, you will live out every day in a truly human-centred culture, based on mutual respect, trust, and cooperation. Your performance and commitment to our shared goals will be recognized, and there will be great opportunities to ensure your career growth.
Find out more about #LifeatQuant 👉🏼 qualco.group/life_at_qualco_group

Your benefits
Join the #Qteam and enjoy:

💸 Competitive compensation, Meal vouchers, and annual bonus programs.

💻 Cutting-edge IT equipment, mobile phone, and data plan.

🏢 Modern facilities, free coffee, beverages, and indoor parking.

👨‍ Private health insurance, occupational doctor, workplace counselor and nutritionist.

🤸‍ Onsite gym, wellness facilities, and ping pong room.

💡 Career and talent development tools.

🎓 Mentoring, coaching, personalized annual learning, and development plan.

🌱 Employee referral bonus, regular wellbeing, ESG, and volunteering activities.

At QUANT, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity, or disability make no difference in Quant. We want to attract, grow and retain the best people based only on their ability and behavior.

Application Note: All CVs and application materials should be submitted in English to be considered for this position.

Disclaimer: QQuant collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any third parties. For more details on the processing of your personal data during the Recruitment procedure, please be informed in the Recruitment Notice, before the submission of your application.