Complaints Manager (f/d/m)

Please note that this position is based in Berlin, Germany - relocation support is provided if required. 

LIGHTHOUSE FOR TALENT 

At Trade Republic, we are on a mission to empower everyone to create wealth with easy, safe and free access to the financial system. With over four million customers we are the largest savings platforms in Europe, with users holding over €35 billion on our platform.

We are seen as the go-to-destination for top talent from across the globe. Everyday we strive to make Trade Republic a great environment to do the best work of your life, surrounded by exceptional, caring and passionate colleagues. In addition to learning and growing with a world-class team, you will build a destination for millions of people across Europe to create wealth.

ABOUT THE TEAM

We are on a mission to build world-class operations for Trade Republic.

 
The Complaints Department is part of our Compliance Operations Function who is in charge of running all Compliance related processes in the bank. The team works closely together with the Compliance team. Together we ensure that Trade Republic's processes run smoothly, are secure and in line with regulation.

WHAT YOU’LL BE DOING

• Oversee and ensure quality of customer complaints management
• Handle complex customer complaints yourself
• Be responsible for monitoring the complaints database with regard to open complaints so that complaint management deadlines are met
• Ensure collaboration with compliance, legal, product and operations
• Answer BaFin complaints and arbitration requests
• Indirect complaint management, such as developing proposals to remove the causes of complaints
• Constantly challenge the status quo, develop ideas to improve our processes and actively influence the success of the team

WHAT WE'RE LOOKING FOR

• Bachelor’s or Master’s degree in economics, law or similar
• Ideally you have a banking background and / or professional experience in the field of complaint management
• Good understanding of banking & investment products and processes
• Familiar with the MaComp regulations
• Strong communication skills, you are service-oriented and you have a trouble-shooting, process-driven mindset
• Great stakeholder management, you are proactively collaborating, ensuring needs and timelines are understood well while balancing organizational objectives
• Organisational talent - you strive in an independent and structured way of working
• Analytical skills with SQL knowledge is an advantage
• Fluent in German and very good written and spoken English, other european languages are an advantage

WHY YOU SHOULD APPLY NOW

At Trade Republic you will get to do the best work of your career. We are a destination for people who are exceptional at what they do. Every day, we strive to build a world-class team and provide the space for people to do their best. We have a relentless ambition of raising the bar and expect the best from ourselves. Through our dedicated people-first management approach and transparent career paths, you will have the opportunity to develop and grow your career like never before. And because you are surrounded by a diverse team of high performers, you will be learning every day.

You will play an important role in fixing one of the largest challenges we face - closing the pension gap and democratizing wealth. Trade Republic is a place where your job, your career and your passions intersect. If this gets you fired up, just like it does for all of us at Trade Republic, then reach out!