(Junior) CS Operations Manager- Complaints Management (m/f/d)

Kurz zusammengefasst

Raisin is a leading FinTech platform that connects consumers with banks in the EU, the UK, and the US, offering better interest rates and diversified refinancing options. The company aims to make savings and investments accessible globally. The role of Junior CS Operations Manager-Complaints Management involves handling customer complaints, primarily for German-speaking markets. The main responsibilities include managing customer complaints independently and professionally, ensuring customer satisfaction even in challenging situations. This involves conducting root cause analysis to identify operational weaknesses and initiate process improvements. The role also requires making well-founded decisions on goodwill arrangements, crafting clear and empathetic responses to complaints, and identifying potential operational or legal risks. Additionally, the role involves coordinating with internal departments to resolve complex issues quickly and efficiently. To qualify for this role, candidates must have completed training in banking, insurance, the legal field, or comparable areas. At least 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries, ideally in the financial services industry, is required. Strong de-escalation skills and the ability to communicate complex issues in an understandable manner are essential. Candidates must also have a high sense of responsibility, teamwork skills, and a proactive approach to problem-solving. Fluency in both English and German at a minimum C1 level is required, with additional language skills being a strong plus. Good IT skills, especially with Google Workspace and Zendesk, are also necessary. Nice-to-have skills include additional language proficiency beyond English and German. The role is based in an environment that fosters an open and caring culture, with a team that includes over 75 different nationalities. The company offers flexible working hours, home office options, and 30 vacation days. Other benefits include a company pension scheme, subsidized sports club membership, and support for relocation. What the role asks for: - Completed training in banking, insurance, legal field, or comparable areas. - 1-2 years of experience in complaint management, customer service, or handling demanding customer inquiries. - Minimum C1 fluency in English and German. - Good IT skills, especially Google Workspace and Zendesk.