Legal Complaints Specialist

About Team

• You’ll be part of a collaborative and fast-evolving Customer Care function, working closely with Legal, Risk, and Operations teams to ensure fair and compliant customer outcomes.

• We operate in a highly regulated environment, where precision, accountability, and continuous improvement are key to delivering trusted financial services.

This role is based in Praha 4, Czech Republic, with responsibility for the end-to-end management of legal complaints within the Czech market

Here’s how you’ll put your skills into action:

• Legal Case Management: Take full ownership of legal complaints, ensuring each case is accurately assessed, documented, and resolved in line with Czech regulatory requirements and internal standards—minimizing risk and ensuring audit-ready processes.

• Compliance & Risk Management: Apply your understanding of legal frameworks to identify, assess, and mitigate regulatory and reputational risks, ensuring all activities align with company policies and external obligations.

• Problem Resolution: Navigate complex and sensitive customer cases, making sound, well-reasoned decisions that balance legal requirements with fair customer outcomes.

• Documentation & Reporting: Maintain precise and structured records in CRM systems (Salesforce), and produce clear, insightful reports that support transparency and informed decision-making.

• Continuous Improvement: Translate legislative updates into practical process improvements and share knowledge with Customer Care and Reminder teams to strengthen complaint handling standards.

• Stakeholder Collaboration: Build strong relationships with internal teams and external institutions, providing expert guidance and ensuring alignment on legal complaint handling practices.

• Communication and language skills: Communicate confidently and clearly in both Czech and English, adapting your language and style to suit diverse audiences. You’ll facilitate collaboration across international teams, ensuring shared understanding and smooth delivery across markets.

We also know that experience counts – and we believe that the following can support your success:

• A university degree in Law and solid knowledge of Czech legal and regulatory frameworks would be an advantage.

• Experience handling legal complaints, claims, or regulatory cases—ideally in financial services or a similarly regulated environment.

• Strong analytical thinking and attention to detail, with the ability to prioritize effectively and work with complex information.

What to expect next?

Our recruitment process is straightforward and human-centred. You can expect a short screening call followed by a more in-depth interview with the Hiring Manager. We aim to give you clarity and feedback at every step.

What can we offer you?

• Real opportunities for growth – enjoy access to a variety of internal learning and external development initiatives.

• Work-Life Balance - join our Wellbeing Program

• 30 days of vacation: you have a whole month off to relax and travel!

• Flexible working hours - with a shorter weekly commitment of 37.5 hours

• Volunteer days: 2 days off per year that you can donate to charity

• An 8% annual performance bonus

• Discount system with our partners

• Family leave: extra 3 days of paid leave for new fathers

• Move your body, clear your mind – choose the benefits from our cafeteria system that suit you - culture, sports, or health

• A truly international environment – you can collaborate with teams from Mexico to Australia. Sounds exciting? That’s just our everyday reality.

From office life

• Meal allowance: extra money for food (meal voucher flat rate)

• Brand-new office in a prime location – work at The Square in Prague 4 with excellent transportation accessibility. Tempted?

• Flexibility is not a buzzword – hybrid work model (3 days a week at the office) and flexible hours are our standard, not a perk.

Here’s how our team describes our culture

The culture at IPFD is driven by our shared values. People are put first, we accept differences, and encourage individuality. Due to our flat business structure, we enjoy collaborating together. Enjoying some good times together is also highly encouraged!

Sounds good? We all think so at IPF Digital.