Spezialist Beschwerdemanagement (m/w/d)
Core
Handling complex and sensitive customer complaints, including those directed to external regulators like BaFin, while analyzing satisfaction data and driving process improvements.
Role type
Senior Customer Complaint Specialist
Builds
Improved customer experience and optimized internal complaint handling processes
Domain
Financial Services / Investment Funds
Required skills
Complaint handling, Regulatory liaison (BaFin), Process improvement, Data analysis, Excel proficiency, NPS analysis, Report generation
Preferred skills
Securities or Investment Fund experience, System testing, Project collaboration
Technologies
Excel
Responsibilities
Independently resolve complex and sensitive customer complaints, Liaise with external bodies (BaFin, Ombudsmann), Develop and implement measures to prevent complaints, Answer customer tax-related inquiries, Conduct system and application tests, Analyze NPS surveys, Create and submit complaint reports including annual BaFin reports