Customer Service Representative Complaint Management – Focus on Escalated and Complex Complaints

Union Investment is known for outstanding asset management expertise and thus one of the leading investment fund companies. As part of the cooperative finance group, we have been offering private individuals and institutional customers sustainable investment solutions since 1956 with the aim of increasing the wealth of our more than five million investors.

Our culture is characterized by a high level of performance and partnership. With us all employees bring their own history. It is self-evident for us to create a working environment in which people with different genders, from different age groups, with physical impairments, different sexual orientations, social and cultural backgrounds, ethnic affiliations and religions can be themselves. We appreciate this diversity and create a community to which everyone makes a valuable contribution.

You want to be active as a contact partner in the investment depot business and actively contribute to the optimization of our customer relationships? In our dedicated team, you develop pragmatic and appropriate solutions for intermediaries and investors with a view to legal requirements, legal issues and digitalization in complaint management. Your tasks: Responsible handling and coordination of customer complaints, in particular escalated complaints, as well as board and BaFin complaints Careful analysis and assessment of complaints with high care and expertise Close cooperation with internal specialist departments (right, compliance, sales) Empathic and valuable communication with customers, supervisory authorities, auditors and other stakeholders Complete documentation and follow-up of all complaints in the complaint management system Participation in the further development of complaint prevention and quality assurance processes, in particular by digitizing and using new technologies (e.g. AI) Creation of reports and evaluations for management and board

Completed commercial training or studies in the field of business, finance or law Multiannual experience in complaint management, ideally in the financial sector or with a fund company Knowledge of regulatory requirements Legal background desirable Embossed communication and conflict resolution capabilities High service orientation, care and responsibility Safe handling of MS Office and ideally experience with complaint management software Joy in developing and optimizing processes Very good knowledge of German in word and writing We also welcome diverse educational backgrounds and work experiences. We are open to talents whose CV at first glance does not fit 100% with the requirements in our job ad. We offer the appropriate framework conditions to fully develop their individual potential.

In addition to our attractive work environment, there are also numerous other benefits and social benefits such as Mobile and flexible work Free Germany Ticket as a Job Ticket Attractive operating restaurants and coffee bars at Frankfurt and Luxembourg locations Granted lunch Free drinks at work Occupational pension Assets Employee conditions within the framework of the cooperative financial association Childcare allowance Various offers on the topics of fitness and health (e.g. Wellpass, Internal Sports and Health Care) Various leasing offers (e.g. bicycle or tech leasing) Further education Modern working environments, including a first-class IT equipment and much more! Benefits may vary according to company and location. .