Analyst – Complaint Management (m/f/d)

Self-responsible processing and solution of complaints with an online broker – from analysis to sustainable case conclusion Documentation of the entire complaint history in the ticket system and in the reporting tool Creation and evaluation of relevant key figures (e.g. complaint rate, deadline accuracy) for the control and quality assurance Identification of Root Causes behind recurring complaints and derivation of measures together with the specialist areas – including support to implementation Ensuring compliance with regulatory requirements (e.g. BaFin requirements, MiFID II, WpHG) Close cooperation with adjacent departments (including compliance, product, legal) as a central interface in complaint management

Completed commercial training (e.g. bank buyer) or comparable qualification, ideally with first experience in complaint management or service of a financial service provider/online broker Knowledge of regulatory requirements in the financial environment (including BaFin, MiFID II, WpHG) German (C2) in word and writing as well as good English skills – you will definitely find the right sound, whether in conversation on the phone or in written case processing Safe decision-making competence also in complex cases Good understanding of depot management, securities trading, orders or crypto Analytical, careful working and pleasure in following complex cases consistently up to the solution Sovereignty and empathy also in tense and emotionally challenging conversation situations You will also keep track of high complaints and certainly prioritise Openness for the use of AI-based tools (AI Enabled) in everyday work Joy in a dynamic environment with the opportunity to participate actively

With us, you will meet a modern working environment with more than 250 colleagues, characterised by trust, flexibility and genuine cooperation, complemented by up to 15 days of work within the EU per calendar year. We actively promote your personal and professional development through training, seminars and conferences in the dynamic FinTech and Stocks/Financial environment. We attach great importance to open cooperation, team spirit and joint successes. Modern working environment with more than 250 colleagues, characterised by trust, flexibility and genuine cooperation Up to 15 days work within the EU per calendar year Personal and professional development through training, seminars and conferences in the dynamic FinTech and equities/financial environment Modern Office Hubs Further education in the field of financial market/money investment Regular team events & strong corporate culture Health & Mobility Offers (Jobrad, ÖPNV grant) Attractive financial benefits & more An environment where you can contribute, develop and feel comfortable