(Junior) CS Operations Manager- Complaints Management (m/f/d)

Raisin is the world’s leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.

Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.

Team

In our Solution Management Team within Customer Service, we consolidate expertise for complex customer concerns, legal inquiries, and complaint cases. Together we ensure that our customers receive the best possible support while simultaneously meeting all regulatory requirements. 

Your Responsibilities

• Support and process customer complaints and escalations from Germany and across Europe under guidance and independently over time.
• Ensure the compliant handling of cases in accordance with BaFin regulations, GDPR, and internal guidelines.
• Assist in the daily screening of inquiries, prioritize them based on urgency, and prepare them for efficient processing.
• Draft clear, compliant, and customer-oriented responses in close coordination with senior team members, the Legal team, and the Data Protection Officer.
• Gather and consolidate information from internal departments and external partners to ensure smooth case resolution.
• Support the processing and tracking of data protection inquiries from European customers in accordance with GDPR.
• Assist in assessing fraud cases, documenting risks, and supporting the implementation of mitigation measures.
• Identify potential for operational improvement in daily workflows and actively contribute ideas for continuous optimization.
• Actively participate in knowledge sharing within the team and continuously build subject matter expertise.

Your Profile

• Completed university degree or comparable training-ideally with a legal, business, or banking background. 
• First professional experience (e.g., internships, working student roles, or 1-2 years full-time) in complaint management, customer service, legal support, or compliance, preferably in a regulated environment (e.g., FinTech, banking, insurance). 
• Basic understanding of regulatory requirements (e.g., BaFin, GDPR) and a keen interest in legal contexts.
• High self-motivation, eagerness to take ownership of individual cases, and a strong desire to grow professionally within the team.
• Ability to quickly grasp complex issues, analyze customer cases in a structured manner, and draw logical conclusions.
• Empathic and solution-oriented communication, especially when dealing with customers in sensitive situations.
• High degree of self-responsibility, organizational talent, and a structured, reliable way of working.
• Enjoy working cross-functionally with Legal, Data Protection, and Fraud Management teams.
• Excellent German skills (C2 or native speaker) as well as fluent written and spoken English. Additional languages are an advantage.
• A high level of integrity, reliability, and a customer-centric mindset.

Join our mission, join our team - and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.
• Flexible working hours, home office and 30 vacation days.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month. 
• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
• Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• You are moving from another country or city to join us? We may support your relocation.

Raisin Applicant Privacy Policy

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.

We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.