Analyst – Complaints Management

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

📋 Description

• Independently handle and resolve complaints for an online brokerage—from initial assessment to sustainable case closure.

• Record the comprehensive complaint history in the ticketing system and reporting tools.

• Prepare and analyze pertinent KPIs, such as the complaint rate and adherence to response deadlines.

• Identify the underlying causes of recurring complaints.

• Collaborate with relevant departments to define measures and support their implementation.

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

• Act as a key interface in complaints management by working closely with Compliance, Product, and Legal teams.

⛳️ Requirements

• Completed vocational training in a commercial field (e.g., bank clerk qualification) or an equivalent credential.

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

• Strong understanding of financial sector regulatory requirements, particularly BaFin, MiFID II, and the German Securities Trading Act (WpHG).

• Fluent in German (C2), both spoken and written.

• Proficient in English.

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

• Good understanding of securities account management, securities trading, order processes, or crypto assets.

• An analytical and detail-oriented approach to work.

• Ability to maintain composure and show empathy in tense and emotionally charged conversations.

• Capacity to maintain an overview and prioritize effectively, even during high complaint volumes.

• Willingness to utilize AI-enabled tools.

• Enjoyment in working within a dynamic environment and actively contributing to its development.

🏝️ Benefits

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

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

• Modern office spaces.

• Opportunities for professional development in financial markets and investing.

• Frequent team events and a strong organizational culture.

• Health and mobility benefits (company bike scheme, public transport subsidies).

• Attractive financial benefits and additional perks.

• Flexible working environment.

• Workshops and team events in Karlsruhe.