Complaint Management Advisor
Customer Experience Specialist - Complaints Resolution (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:
- Proven experience in customer service or complaint handling within the financial sector, ideally in a German-speaking market.
- Fluent German and strong English communication skills.
- 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.
- In-depth knowledge of banking products, services, and compliance requirements.
FAQs
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