Analyst – Complaints Management

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage and resolve complaints for an online brokerage independently—from initial assessment to sustainable case resolution.

• Record the entire complaint management process in the ticketing system and reporting tools.

• Prepare and analyze relevant KPIs, including complaint rates and adherence to deadlines.

• Identify underlying causes of recurring complaints.

• Collaborate with relevant departments to develop measures and assist in their implementation.

• Ensure adherence to regulatory standards, including BaFin requirements, MiFID II, and the German Securities Trading Act (WpHG).

• Serve as a central interface for complaints management, working closely with Compliance, Product, and Legal teams.

⛳️ Requirements

• Completed commercial training, such as bank clerk training, or an equivalent qualification.

• Preferably some experience in complaints management or customer service within a financial services context or online brokerage.

• Strong understanding of financial industry regulations, including BaFin requirements, MiFID II, and the German Securities Trading Act (WpHG).

• Proficient in German (C2) with excellent spoken and written communication skills.

• Good command of English.

• Strong decision-making abilities, even in complex situations.

• Solid understanding of custody account administration, securities trading, order processes, or cryptocurrency.

• Analytical and detail-oriented approach to tasks.

• Ability to handle tense and emotionally charged conversations with confidence and empathy.

• Capability to maintain an overview and prioritize effectively during high complaint volume periods.

• Willingness to utilize AI-enhanced tools.

• Enthusiasm for working in a dynamic environment and contributing to its growth.

🏝️ Benefits

• Remote work options available.

• Opportunity for up to 15 days of workation within the EU annually.

• Access to training courses, seminars, and conferences for personal and professional growth.

• Modern office hubs for collaborative work.

• Ongoing education opportunities in financial markets and investments.

• Regular team events fostering a strong company culture.

• Health and mobility benefits, including JobRad and public transport subsidies.

• Attractive financial incentives and additional perks.