(Junior) CS Operations Manager- Complaints Management (m/f/d)
Core
Handle customer complaints independently for German-speaking markets, perform root cause analysis, and drive process improvements in a high-frequency financial services environment.
Role type
Junior CS Operations Manager (Complaints Management)
Builds
Customer satisfaction and operational resilience for Raisin's EU savings and investment platform
Domain
FinTech / Consumer Banking / Regulatory Compliance
Deliverable
client delivery
Required skills
Complaint handling, root cause analysis, de-escalation, regulatory compliance, risk assessment, interface management, prioritization, SLA adherence
Preferred skills
Training in banking/insurance/legal, experience in financial services, C1 German or Dutch, C1 English, Google Workspace, Zendesk
Responsibilities
Handle customer complaints independently and on time; analyze reasons for complaints to identify operational weaknesses; make decisions regarding goodwill arrangements; craft clear, empathetic, and regulatory-compliant responses; identify potential operational or legal risks; coordinate with internal departments to resolve complex issues.