(Junior) CS Operations Manager- Complaints Management (m/f/d)

About the role

<div class="content-intro"><p class="sc-gEkIjz cjtSrT MuiTypography-root MuiTypography-body1 sc-hoLEA">Raisin is the world’s leading platform for savings and investment products. Founded in 2012, the&nbsp;<strong>FinTech</strong> connects consumers with banks in the EU, the UK and the US. This gives consumers <strong>better interest rates</strong> and banks a <strong>diversified form of refinancing</strong>. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.</p> <p class="sc-gEkIjz cjtSrT MuiTypography-root MuiTypography-body1 sc-hoLEA">Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from&nbsp;<strong>more than one million investors</strong> which have accrued over 5 billion euros in returns.</p></div><p><span style="color: rgb(0, 0, 0);"><strong>Team</strong></span></p> <p>We are looking for a dedicated and competent professional to strengthen our team in the area of Solution Management EU, Customer Service. In this role, you will take on complaint handling, primarily for our German-speaking markets. Do you have a knack for de-escalation, work in a structured manner, and keep an overview even in challenging situations? If you want to drive complex cases forward in a solution-oriented manner and enjoy a constructive error culture, we look forward to receiving your application!</p> <p><strong>Your Responsibilities</strong></p> <ul> <li data-path-to-node="2,0,0"><strong data-path-to-node="2,0,0" data-index-in-node="0">Complaint Management:</strong> You will handle customer complaints independently and on time. In doing so, you act in a solution-oriented and professional manner to ensure customer satisfaction even in difficult cases and a high-frequency environment.</li> <li><strong data-path-to-node="2,1,0" data-index-in-node="0">Root Cause Analysis &amp; Optimization:</strong> You systematically analyze the reasons for complaints in order to identify operational weaknesses and initiate sustainable process improvements.</li> <li data-path-to-node="2,2,0"><strong data-path-to-node="2,2,0" data-index-in-node="0">Solution Orientation:</strong> You make well-founded decisions regarding goodwill arrangements within defined guidelines to achieve a fast and satisfactory solution for our customers.</li> <li data-path-to-node="2,3,0"><strong data-path-to-node="2,3,0" data-index-in-node="0">Quality Communication:</strong> You craft clear, empathetic, and comprehensive responses to complaints and ensure that every response is also regulatory compliant.</li> <li data-path-to-node="2,4,0"><strong data-path-to-node="2,4,0" data-index-in-node="0">Risk Assessment:</strong> You identify potential operational or legal risks at an early stage and support their minimization.</li> <li data-path-to-node="2,5,0"><strong data-path-to-node="2,5,0" data-index-in-node="0">Interface Management:</strong> You coordinate closely with internal departments (e.g., Product, Operations) to resolve complex issues quickly and in a customer-friendly manner.</li> </ul> <p><strong>Your Profile</strong></p> <ul> <li data-path-to-node="4,0,0">Completed training, ideally in banking or insurance, the legal field, or comparable areas.</li> <li data-path-to-node="4,1,0">At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries – ideally in the financial services industry or a comparable regulatory environment.</li> <li data-path-to-node="4,2,0">Strong understanding of de-escalation strategies as well as the ability to communicate complex issues in an understandable and solution-oriented manner.</li> <li data-path-to-node="4,3,0">A strong ability to prioritize correctly even with high ticket volumes and to comply with Service Level Agreements (SLAs).</li> <li data-path-to-node="4,4,0">A high sense of responsibility, teamwork skills, and a proactive approach to pro

Skills