Native French-Speaking Senior Customer Specialist (Legal Background Required)

About this role

Work Setup: Temporary Hybrid Set-up (BGC Taguig)
Start Date: ASAP

The Senior Customer Relations Analyst is responsible for end-to-end handling and quality assurance of complex customer relations cases for the FR Market, including escalations with legal, regulatory, and reputational risk. The role ensures that case assessment, documentation, response language, and decisioning meet internal standards for accuracy, defensibility, and readiness prior to customer release, external submission (where applicable), or case closure. The position partners cross-functionally with Legal, Compliance, Risk, Privacy/Security, Reputation/Comms, Product, Quality, and Frontline teams to enable timely resolution, consistent complaint handling, and continuous improvement across the FR customer base.

Qualifications:
Quality mindset: high attention to detail, consistency, and documentation discipline.
Risk judgement: able to assess regulatory/legal/reputational exposure and apply escalation thresholds.
Defensibility: able to build clear timelines, evidence trails, and decision rationales suitable for audit and potential litigation.
Communication: precise writing, confident verbal alignment with senior stakeholders, and ability to deliver constructive feedback.
Operational rigor: able to manage multiple cases, deadlines, and dependencies while maintaining QC standards.
Experience operating in regulated or regulator-exposed environments (e.g., financial services, consumer protection, reputation-sensitive industries).
Strong risk assessment and decision-making capability in ambiguous, fast-moving scenarios.
Ability to structure unstructured information and produce defensible documentation.
Advanced analytical skills with the ability to identify patterns, trends, and systemic issues from large datasets.
Clear, concise written and verbal communication suitable for Legal, Compliance, and senior leadership audiences.
Demonstrates discretion, resilience, and professionalism when managing sensitive or reputationally impactful incidents.
Experience with case management, CRM, social listening, or incident tracking tools.
Strong documentation discipline and comfort producing audit-ready records and reports.
Proficiency in Excel, data analysis, and reporting for trend and insight generation.
Good command of the English and French languages
Strong people management and coaching abilities
Conflict resolution and critical thinking skills
Excellent analytical skills and presentation of information including recommendations
Strong people skills
Confident in discussing results with peers & management of all levels
Capable of presenting risks and opportunities
Advanced level in Excel, data collation, manipulation, and reporting
Bachelor's degree or equivalent professional experience in Law (as a paralegal, lawyer, legal analyst, compliance officer), Social Sciences, Political Science or equivalent.

Duties and Responsibilities:
Own the end-to-end investigation and resolution of complex complaints and escalations (including high-risk, repeat, and time-critical cases) from intake to closure, ensuring fair outcomes and strong customer experience.
Perform quality checks on authority/regulatory/legal threat and other high-risk cases to confirm completeness, accuracy, consistency, and defensibility prior to customer release, external submission, or case closure.
Validate case classification and routing for the FR Market (e.g., authority/regulator complaint, legal threat, reputational event) and confirm that the correct workflow, timelines, approvals, and escalation pathways have been followed.
Review, refine, and attest draft responses and supporting documentation packs (including official correspondence) to ensure clear positioning, appropriate tone, and alignment to the approved facts and case record.
Ensure evidence, decision rationale, and file notes are documented to a standard suitable for audit, litigation readiness, and regulatory review.
Track SLA adherence for assigned escalations; identify service failures or risk triggers early and drive timely corrective actions with stakeholders.
Liaise proactively with internal departments (e.g., Legal, Compliance/Risk, Privacy/Security, Reputation, Product, Quality, Frontline/Operations) to gather inputs, align decisions, and unblock resolution.
Provide structured case updates to stakeholders for priority matters, including risks, required actions, and next steps.
Identify complaint themes, root causes, customer pain points, and cultural disconnects; translate insights into recommendations for process, policy, tooling, or product improvements to reduce repeat contacts.
Support calibration and consistency by sharing learnings from complex cases (e.g., best-practice response language, regulatory expectations, and documentation standards) with relevant teams.
Contribute to maintenance of Customer Services policies, procedures, and templates by proposing improvements based on case learnings and quality findings.
Maintain up-to-date knowledge of products, services, and complaint-handling standards and ensure work remains compliant with applicable regulations and internal policies.
Perform other related duties as assigned that support safe, compliant, and efficient case handling.
Perform quality checks on all authority/regulatory/legal threat cases to confirm completeness, accuracy, consistency, and defensibility prior to external submission, customer release, or case closure.
Validate case classification (authority request, regulator complaint, legal threat, reputational event)
Verify that the correct workflow, timelines, approvals follow escalation pathway for relevant case type.
Review and correct drafts of courriers officials and other official correspondence, including responses and supporting packs for DGCCRF (including SignalConso) and consumer bodies (e.g., UFC-Que Choisir), ensuring clear positioning, appropriate tone, and alignment to the case record and approved facts.
Ensure…