Complaint Management Advisor

Seniority level: Mid-Senior level
Employment type: Full-time

Stellenbeschreibung:

Director - Head of Selby Jennings - Germany

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.

Overview

Director level opportunity to lead and improve customer experience in a digital banking environment in Germany.

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.