Complaint Management Advisor

Selby Jennings; Berlin; On-site; EUR 75,000 - 95,000; Full time

Job summary

A leading digital banking team in Berlin is seeking an experienced Director to enhance customer experiences and manage complaint resolutions. You will oversee customer escalations, ensuring compliance with internal policies, and communicate effectively with customers. The ideal candidate has a strong background in customer service within the financial sector, speaks fluent German and English, and is adept at problem-solving. This full-time position offers a dynamic work environment.

Qualifications

• Proven experience in customer service or complaint handling within the financial sector.
• Discretion and professionalism when handling sensitive information.
• A customer-first mindset with the ability to turn challenges into positive experiences.

Responsibilities

• Take ownership of customer escalations, guiding them through resolution.
• Investigate and resolve issues in line with internal policies.
• Communicate with customers via phone, email, and chat.

Skills

Customer service experience

Fluent German

Strong English communication

Problem-solving abilities

Familiarity with banking systems

Education

Formal banking education or equivalent

Tools

Microsoft Office

Job description

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.

Bonus Skills

• Formal banking education or equivalent qualifications.
• In-depth knowledge of banking products, services, and compliance requirements.

Desired Skills and Experience

Customer Experience Specialist - Complaints Resolution (Banking) (m/f/d) – Berlin | Full-time

Seniorities & Employment

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

Job function

• Finance

Industries

• Banking