Team Lead Complaint Management (d/f/m)

Solaris is a tech company with a full German banking license. Our Banking-as-a-Service platform enables businesses to offer their own financial products. With our straightforward APIs, our partners can access and integrate a wide range of solutions such as digital banking, payments, cards, identification and lending services. As a market leader we are driven by bringing transformational change to the financial services industry.

We love what we do and we love our team. We are 700+ people from over 70 nationalities - a unique blend of techies, fintech enthusiasts, bankers and entrepreneurs from various industries. Our routines are built around genuinely valuing and exchanging different perspectives as well as actively sharing knowledge as we drive our business as a team. We believe and invest in personal growth.

Your Role 

• Provide disciplinary management for the complaints management team, fostering a high-performance culture.
• Oversee the receipt and logging of complaints from various channels (email, phone, online forms) into the complaints management system.
• Ensure adherence to regulatory requirements for internal processes and those managed by outsourcing partners.
• Leverage customer complaints to identify and address underlying process issues, driving improvements across teams to prevent future concerns.
• Critically evaluate complaint management processes to implement improvements such as standardization and automation.
• Develop, document, and maintain comprehensive procedures for the complaints management process.
• Define and monitor relevant KPIs to enhance team efficiency and performance.

We'd love to see  

Depending on your level of experience, your responsibilities and scope of role will range. We don’t care much about fancy titles, but rather about real personal and professional development, as laid out in our learning framework. Let’s figure together out how you can contribute to our team.

• You have first experience leading a team.
• You have 5+ years of experience in Customer Support or another banking-related role. A legal background is highly advantageous.
• You have a proven ability to manage projects across diverse stakeholders in a fast-paced, growth-oriented environment.
• You are fluent in both German and English language skills.
• You have advanced proficiency in MS Office and Customer Relationship Management tools.
• You have excellent communication and interpersonal skills.
• You have strong organizational abilities with a commitment to detail.
• You demonstrate initiative and dedication to achieving team goals.

Benefits 

• We have a "remote-friendly" working arrangement
• Home office budget
• Learning & Development budget
• Transparent framework to support your career goals
• Competitive salary

While job ads usually paint an ideal picture of a candidate, studies show that most applicants meet an average of 60% of the criteria. Unfortunately, many promising candidates tend to apply only if they meet all the criteria. So if you think you have what it takes, but don't necessarily meet every single item in the job description, please contact us anyway. We'd love to talk with you and find out if you might be a good fit for us.

At Solaris, we are committed to nurturing an inclusive environment, where all Solarians feel valued, respected and supported. We are dedicated to building a diverse workforce that reflects the diversity of our communities. We are committed to equal employment opportunity regardless of color, ethnicity, religion, sex, origin, disability, marital status, citizenship, or gender identity. We are proud to be an equal opportunity workplace. If you have a disability or special need that requires accommodation, please let us know.

Information on data processing:

DE: https://www.solarisgroup.com/gdpr_notice_de
EN: https://www.solarisgroup.com/gdpr_notice_en

To all recruitment agencies: Solaris does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Solaris employees or any other venture in our ecosystem. Solaris is not responsible for any fees related to unsolicited resumes.