Analyst – Complaints Management

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🔥 11 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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finanzen.net GmbH

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💸 Finance

💳 Fintech

📱 Media

Finance • Fintech • Media

finanzen. net GmbH is a leading financial portal in Germany, providing real-time data and information on global markets. The company offers tools and resources for investors, including charts, model portfolios, and personalized news pages, catering to individual investment decisions. It operates mobile apps and has operations in Austria, Switzerland, and the USA. As a subsidiary of Axel Springer SE, finanzen. net is part of a significant digital publishing group in Europe. Additional ventures include finanzen. net zero, a commission-free trading platform, and partnerships like BSDEX for cryptocurrency trading. finanzen. net GmbH stands at the intersection of finance, investment, and digital media, expanding its reach with innovative financial tools and services.

📋 Description

• Independently manage and resolve complaints for an online broker—from initial analysis through sustainable case closure • Document the complete complaint history in the ticketing system and reporting tool • Prepare and evaluate relevant KPIs, such as the complaint rate and compliance with response deadlines • Identify the root causes behind recurring complaints • Define measures in collaboration with the relevant departments and support them through implementation • Ensure compliance with regulatory requirements, such as BaFin requirements, MiFID II, and the German Securities Trading Act (WpHG) • Work closely with Compliance, Product, and Legal as a key interface in complaints management

🎯 Requirements

• Completed commercial vocational training (e.g., bank clerk qualification) or an equivalent qualification • Ideally, initial experience in complaints management or customer service at a financial services provider or online broker • Sound knowledge of financial-sector regulatory requirements, particularly BaFin, MiFID II, and the German Securities Trading Act (WpHG) • Fluent German (C2), both spoken and written • Good English skills • Confident decision-making skills, including in complex cases • Good understanding of securities account administration, securities trading, order processes, or crypto assets • Analytical and meticulous approach to work • Confidence and empathy in tense and emotionally challenging conversations • Ability to maintain an overview and prioritize effectively, even when complaint volumes are high • Openness to using AI-enabled tools • Enjoy working in a dynamic environment and actively contributing to its development

🏖️ Benefits

• Up to 15 days of workation within the EU per calendar year • Training courses, seminars, and conferences for personal and professional development • Modern office hubs • Professional development opportunities in financial markets and investing • Regular team events and a strong company culture • Health and mobility benefits (company bike scheme, public transport subsidy) • Attractive financial benefits and other extras • Flexible working environment • Workshops and team events in Karlsruhe

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