TL;DR

Complaints Lead (Fintech): Establish and scale the complaints management function ensuring compliance with German and EU regulations, focusing on process design, root-cause analysis, and cross-functional collaboration. Focus on building robust investigation and remediation processes, regulatory adherence, and delivering insights to improve customer experience.

Location: Hybrid or remote across Europe with hubs in Berlin, London, and Tallinn

Company

%hirify_global% empowers fintechs and financial institutions with an easy-to-integrate Investment API, partnering with leading European fintechs and backed by top investors.

What you will do

Establish and scale the end-to-end complaints management framework including policies, procedures, SLAs, and reporting.
Ensure full compliance with German and EU regulatory requirements (e.g., MiFID II, WpHG/MaComp).
Design and implement investigation, root-cause analysis, and remediation processes to improve customer experience.
Select and implement systems to track and analyze complaints data.
Collaborate with Compliance, Legal, Product, Operations, and leadership for consistent practices and escalation.
Train and mentor team members fostering accountability and customer-centric culture.

Requirements

Several years of experience in complaints handling within regulated financial institutions.
Strong knowledge of German and EU complaints management regulations.
Academic background in law, economics, business administration, or humanities.
Excellent analytical and communication skills in German and English.
Ability to work independently and drive initiatives from concept to implementation.

Nice to have

Proficiency in additional European languages (Italian, French, Spanish).
Experience in pan-European financial services environment.
Familiarity with complaints-related technology tools and CRM platforms.

Culture & Benefits

30 days annual leave, sports benefits, and confidential professional coaching.
Flexible remote work across Europe with hubs in Berlin, London, and Tallinn.
Personal development budget and paid sabbatical after 4 years.
Competitive salary and employee equity participation.
Inclusive culture with Employee Resource Groups supporting diversity.