Complaints Management Analyst (Remote, Germany)

This is a complaints management role at an online brokerage and financial information company with a team of more than 250 staff. You will act as a central point of contact between customers and internal departments, handling complaints from analysis through to documented case closure. The role combines hands-on case work with reporting and process improvement in a regulated financial environment.

What you'll do

• Independently handle and resolve customer complaints, from initial analysis to sustainable case closure
• Document the full complaint history in the ticketing and reporting systems
• Build and analyse complaint KPIs such as complaint rate and deadline adherence to steer quality
• Identify root causes of recurring complaints and work with business units to define and implement fixes
• Ensure compliance with regulatory requirements such as BaFin rules, MiFID II and the German Securities Trading Act (WpHG)
• Work closely with Compliance, Product and Legal as the main interface for complaints

What you need

• Completed commercial apprenticeship (e.g. bank clerk) or comparable qualification; experience in complaints handling or customer service at a financial services provider or online broker is a plus
• Solid knowledge of financial regulation in Germany and the EU, including BaFin, MiFID II and WpHG
• German at native-level fluency (C2), written and spoken, and good English
• Good understanding of custody accounts, securities trading, order processing or crypto assets
• Strong judgement in complex cases, composure with emotionally charged customers, and the ability to prioritise under high volume
• Openness to using AI-enabled tools in daily work

Applicants must be based in: Germany.

How to apply

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