Analyst – Complaints Management

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

📋 Description

• Manage and resolve complaints at an online brokerage independently, overseeing the process from analysis to sustainable resolution.

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

• Prepare and assess relevant key performance indicators, such as the complaint rate and compliance with deadlines.

• Determine the root causes of recurring complaints.

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

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

• Act as the central liaison for complaints management, working closely with Compliance, Product, and Legal teams.

⛳️ Requirements

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

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

• Comprehensive knowledge of regulatory requirements in the financial sector, including BaFin, MiFID II, and the German Securities Trading Act (WpHG).

• Proficient in German (C2) both written and spoken.

• Good command of the English language.

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

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

• Analytical and detail-oriented work approach.

• Ability to remain calm and show empathy during tense and emotionally charged discussions.

• Capacity to maintain perspective and prioritize effectively during high complaint volume periods.

• Willingness to utilize AI-enabled tools.

• Enjoyment of working in a dynamic environment and a desire to contribute to its growth.

🏝️ Benefits

• Employees have the option to work remotely.

• Up to 15 days of workation within the EU each calendar year.

• Opportunities for participation in training courses, seminars, and conferences for personal and professional growth.

• Access to modern office hubs.

• Professional development opportunities within financial markets and investment sectors.

• Regular team events fostering a strong company culture.

• Health and mobility benefits, including a company bike and public transport subsidies.

• Attractive financial rewards and additional perks.

• Several annual in-person gatherings for workshops and team events in Karlsruhe.