Analyst – Complaints Management
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Job Description
Beschwerdemanagement-Analyst bei Finanzen.net, einem deutschen FinTech-Unternehmen und Online-Broker. Bearbeitung von Beschwerden, regulatorische Qualitätssicherung und Root-Cause-Analysen.
Responsibilities:
- Independently manage and resolve complaints for an online broker—from initial analysis through sustainable case closure
- Document the complete complaint history in the ticketing system and reporting tool
- Prepare and evaluate relevant KPIs, such as the complaint rate and compliance with response deadlines
- Identify the root causes behind recurring complaints
- Define measures in collaboration with the relevant departments and support them through implementation
- Ensure compliance with regulatory requirements, such as BaFin requirements, MiFID II, and the German Securities Trading Act (WpHG)
- Work closely with Compliance, Product, and Legal as a key interface in complaints management
Requirements:
- Completed commercial vocational training (e.g., bank clerk qualification) or an equivalent qualification
- Ideally, initial experience in complaints management or customer service at a financial services provider or online broker
- Sound knowledge of financial-sector regulatory requirements, particularly BaFin, MiFID II, and the German Securities Trading Act (WpHG)
- Fluent German (C2), both spoken and written
- Good English skills
- Confident decision-making skills, including in complex cases
- Good understanding of securities account administration, securities trading, order processes, or crypto assets
- Analytical and meticulous approach to work
- Confidence and empathy in tense and emotionally challenging conversations
- Ability to maintain an overview and prioritize effectively, even when complaint volumes are high
- Openness to using AI-enabled tools
- Enjoy working in a dynamic environment and actively contributing to its development
Benefits:
- Up to 15 days of workation within the EU per calendar year
- Training courses, seminars, and conferences for personal and professional development
- Modern office hubs
- Professional development opportunities in financial markets and investing
- Regular team events and a strong company culture
- Health and mobility benefits (company bike scheme, public transport subsidy)
- Attractive financial benefits and other extras
- Flexible working environment
- Workshops and team events in Karlsruhe
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