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

About this role

Raisin is the world’s leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing . Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market. Raisin currently employs more than 800 people from over 75 countries worldwide.

Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns. Team We are looking for a dedicated and competent professional to strengthen our team in the area of Solution Management EU, Customer Service. In this role, you will take on complaint handling, primarily for our German-speaking markets. Do you have a knack for de-escalation, work in a structured manner, and keep an overview even in challenging situations? If you want to drive complex cases forward in a solution-oriented manner and enjoy a constructive error culture, we look forward to receiving your application! Your Responsibilities Complaint Management: You will handle customer complaints independently and on time.

In doing so, you act in a solution-oriented and professional manner to ensure customer satisfaction even in difficult cases and a high-frequency environment. Root Cause Analysis & Optimization: You systematically analyze the reasons for complaints in order to identify operational weaknesses and initiate sustainable process improvements. Solution Orientation: You make well-founded decisions regarding goodwill arrangements within defined guidelines to achieve a fast and satisfactory solution for our customers.

Quality Communication: You craft clear, empathetic, and comprehensive responses to complaints and ensure that every response is also regulatory compliant. Risk Assessment: You identify potential operational or legal risks at an early stage and support their minimization. Interface Management: You coordinate closely with internal departments (e.g., Product, Operations) to resolve complex issues quickly and in a customer-friendly manner.