Analyst – Complaints Management

finanzen.net GmbH

. Independently manage and resolve complaints for an online broker—from initial analysis through sustainable case closure .

Posted 10/31/2026full-timeRemote • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in complaints management within the financial services sector, ensuring compliance with regulatory requirements such as BaFin and MiFID II while effectively analyzing and resolving customer complaints. Proficient in utilizing analytical skills to identify root causes and implement sustainable solutions in a dynamic environment.

Highest-signal resume keywords

Complaints ManagementRegulatory ComplianceFluent German (C2)Securities Trading KnowledgeAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint AnalysisKPI EvaluationSecurities Account AdministrationOrder ProcessesCrypto Assets Knowledge

Soft Skills

Decision-Making SkillsEmpathyPrioritizationAdaptabilityCommunication Skills

Tools & Technologies

Ticketing SystemReporting ToolAI-Enabled Tools

Certifications & Qualifications

Commercial Vocational TrainingBank Clerk Qualification

Industry Keywords

BaFinMiFID IIGerman Securities Trading Act (WpHG)Financial ServicesCustomer Service

About the role

Key responsibilities & impact

Independently manage and resolve complaints for an online broker—from initial analysis through sustainable case closure
Document the complete complaint history in the ticketing system and reporting tool
Prepare and evaluate relevant KPIs, such as the complaint rate and compliance with response deadlines
Identify the root causes behind recurring complaints
Define measures in collaboration with the relevant departments and support them through implementation
Ensure compliance with regulatory requirements, such as BaFin requirements, MiFID II, and the German Securities Trading Act (WpHG)
Work closely with Compliance, Product, and Legal as a key interface in complaints management

Requirements

What you’ll need

Completed commercial vocational training (e.g., bank clerk qualification) or an equivalent qualification
Ideally, initial experience in complaints management or customer service at a financial services provider or online broker
Sound knowledge of financial-sector regulatory requirements, particularly BaFin, MiFID II, and the German Securities Trading Act (WpHG)
Fluent German (C2), both spoken and written
Good English skills
Confident decision-making skills, including in complex cases
Good understanding of securities account administration, securities trading, order processes, or crypto assets
Analytical and meticulous approach to work
Confidence and empathy in tense and emotionally challenging conversations
Ability to maintain an overview and prioritize effectively, even when complaint volumes are high
Openness to using AI-enabled tools
Enjoy working in a dynamic environment and actively contributing to its development

Benefits

Comp & perks

Up to 15 days of workation within the EU per calendar year
Training courses, seminars, and conferences for personal and professional development
Modern office hubs
Professional development opportunities in financial markets and investing
Regular team events and a strong company culture
Health and mobility benefits (company bike scheme, public transport subsidy)
Attractive financial benefits and other extras
Flexible working environment
Workshops and team events in Karlsruhe