(Senior) Complaints specialist (d/f/m) at Solaris

Solaris is a tech company with a full German banking license that offers a Banking-as-a-Service platform for businesses to offer their own financial products. They are seeking a Complaints Manager with at least 2 years of experience in complaints management of a financial institution, preferably in a German-speaking market. The role involves receiving and managing complaints from customers and regulatory authorities, conducting root-cause analysis to identify operational improvement potentials, and maintaining an up-to-date complaints report in accordance with MiFID II requirements. Fluency in German is a prerequisite, and English should be at a conversational level.

• Receive and manage complaints from customers and regulatory authorities.
• Conduct root-cause analysis to identify operational improvement potentials and gaps in service offerings, in strong alignment with our Legal & Compliance department.
• Maintain an up-to-date complaints report in accordance with MiFID II requirements.
• Drive and track improvement measures, to improve the customer experience with Solarisbank and its cooperation partners.
• Communicate and respond to regulatory authorities to establish a solid relationship.

• Receive and manage complaints from customers and regulatory authorities.
• Conduct root-cause analysis to identify operational improvement potentials and gaps in service offerings, in strong alignment with our Legal & Compliance department.
• Maintain an up-to-date complaints report in accordance with MiFID II requirements.
• Drive and track improvement measures, to improve the customer experience with Solarisbank and its cooperation partners.
• Communicate and respond to regulatory authorities to establish a solid relationship.
• +2 years of working experience in complaints management of a financial institution, preferably in a German-speaking market.
• Completed bank apprenticeship or comparable qualification with professional Complaints-handling experience is a strong plus.
• A plus are knowledge of relevant regulatory requirements (MiFID II, WpHG, MaComp).
• Fluency in German is a prerequisite, and English should be at a conversational level.
• Strong team player with outstanding communication skills.
• Strong problem solving skills, motivated self-starter, self-learner, proactive and partner focused.