Complaints Management Analyst (Financial Services)

Quick Facts

Analyst – Complaints Management (m/w/d)

Description

You will independently manage customer complaints for an online broker—from analysis through to sustainable case closure—while ensuring compliance with financial regulations. The role includes documentation, KPI reporting, and driving root-cause improvements together with specialist teams.

Responsibilities

• Handle complaints end-to-end, from analysis to lasting resolution
• Document the full complaint lifecycle in a ticketing system and reporting tool
• Create and analyze relevant KPIs (e.g., complaint rate, adherence to deadlines)
• Identify causes of recurring complaints and develop measures with the relevant departments
• Ensure compliance with regulatory requirements such as BaFin, MiFID II, and WpHG
• Work closely with Compliance, Product, and Legal as the central interface for complaints management

Requirements

• Completed commercial training (e.g., banking) or comparable qualification; ideally initial experience in complaints management or service for a financial services provider or online broker
• Strong knowledge of regulatory requirements in the financial sector, including BaFin, MiFID II, and WpHG
• German at C2 level (written and spoken) and good English skills
• Reliable decision-making ability in complex cases
• Good understanding of securities account management, securities trading, order processes, or crypto
• Analytical and careful working style; persistence in seeing complex cases through to resolution
• Sovereignty and empathy in emotionally challenging conversations
• Ability to manage high complaint volumes by prioritizing accurately and maintaining oversight
• Openness to using AI-supported tools in day-to-day work
• Enjoyment of a dynamic environment and active contribution

Benefits

• Up to 15 workation days within the EU per calendar year
• Training, seminars, and conferences for personal and professional development
• Modern office hubs and further education related to financial markets and investing
• Regular team events
• Health and mobility benefits (Jobrad, public transport subsidy)
• Attractive financial benefits and additional perks