Customer Advisor - Complaints Management (m/f/d)

Customer Advisor - Complaints Management (Banking) (m/f/d)

Berlin | Full-time

Join a fast-growing digital banking team at the heart of Berlin, where innovation meets customer-centric service. We're looking for a detail-oriented and empathetic professional to manage customer complaints and ensure a seamless experience across our banking products and services.

Your Role:

• Take ownership of customer escalations, guiding them through resolution with professionalism and care.
• Investigate and resolve issues in line with internal policies and regulatory standards.
• Communicate with customers via phone, email, and chat to understand their concerns and deliver high-quality support.
• Collaborate with internal departments (e.g., compliance, risk, operations) to resolve complex cases.
• Maintain accurate records of interactions and follow-ups to ensure customer satisfaction.
• Analyze complaint trends and contribute insights to improve processes.
• Ensure all procedures comply with relevant regulations and internal guidelines.
• Gather feedback and identify opportunities to enhance customer journeys.
• Participate in ongoing training to stay current with industry standards and best practices.

What You Bring:

• Fluent German and strong English communication skills.
• Proven experience in customer service or complaint handling within the financial sector, ideally in a German-speaking market.
• Excellent interpersonal, negotiation, and problem-solving abilities.
• Discretion and professionalism when handling sensitive information.
• Familiarity with banking systems and Microsoft Office tools.
• A customer-first mindset with the ability to turn challenges into positive experiences.
• Understanding of relevant regulatory frameworks.

Bonus Skills:

• Formal banking education or equivalent qualifications.
• Knowledge of banking products, services, and compliance requirements.