Analyst – Beschwerdemanagement (m/w/d)

About the Position

Analyst – Beschwerdemanagement (m/w/d)

We are seeking a dedicated Analyst for Complaint Management to join our innovative FinTech team in Karlsruhe, ensuring exceptional customer service and regulatory compliance.

About the Company

Die Finanzen.net Gruppe is an innovative FinTech company that supports private and professional investors in their investment decisions.

Our Vision:
We strive to be the best partner for our customers on their investment journey.

The Finanzen Gruppe was acquired by Inflexion, a leading European private equity firm in the mid-cap segment, at the beginning of 2025. Inflexion supports ambitious management teams in developing and sustainably scaling high-growth companies.

As part of the acquisition, the previously independently managed business units are being strategically merged. This realignment and the group's strong innovative power create new growth opportunities to further expand the market position as the leading investment platform.

To successfully implement the growth strategy and value enhancement program, we are looking for committed talents who want to actively shape this change.

Flexibility meets team spirit. Several times a year, we meet on-site in Karlsruhe for workshops, team events, etc.

Responsibilities

• Independently handling and resolving complaints at an online broker – from analysis to sustainable case closure
• Documenting the entire complaint process in the ticketing system and reporting tool
• Creating and evaluating relevant key performance indicators (e.g., complaint rate, adherence to deadlines) for management and quality assurance
• Identifying root causes behind recurring complaints and deriving measures together with the relevant departments – including support until implementation
• Ensuring compliance with regulatory requirements (e.g., BaFin requirements, MiFID II, WpHG)
• Close collaboration with adjacent departments (e.g., Compliance, Product, Legal) as the central interface in complaint management

Requirements

• Completed commercial education (e.g., bank clerk) or comparable qualification, ideally with initial experience in complaint management or service of a financial service provider/online broker
• Solid knowledge of regulatory requirements in the financial sector (e.g., BaFin, MiFID II, WpHG)
• Fluent German (C2) and good English skills – you find the right tone for every case, whether in a phone conversation or written case processing
• Confident decision-making skills even in complex cases
• Good understanding of account management, securities trading, order processes, or crypto
• Analytical, meticulous work approach and enjoyment of consistently following complex cases to their resolution
• Sovereignty and empathy even in tense and emotionally challenging conversation situations
• You maintain an overview and prioritize confidently even with a high volume of complaints
• Openness to using AI-supported tools (AI Enabled) in everyday work
• Enjoyment of a dynamic environment with the opportunity for active participation

We Offer

• Modern office hubs
• Training and development opportunities in the financial market/investment sector
• Regular team events & strong company culture
• Health & mobility offers (Jobrad, public transport subsidy)
• Attractive financial benefits & other extras

An environment where you can contribute, develop, and feel good.

Apply Now

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