Complaints Manager at Solarisbank AG


Berlin, DE
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Vertical SaaS
  • Post Date: 06/22/2022
  • Website:
  • Company Address: Cuvrystraße 53, Berlin, 10997, DE

About Solarisbank

Solarisbank is the first Banking-as-a-Service platform with a full banking license that enables companies to offer their own financial products. Through APIs, partners gain access to Solarisbank’s modular services including payments and e-money, lending, digital banking as well as services provided by integrated third party providers.

Job Description

Solarisbank AG 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 400+ people from over 60 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.

About Your Future Team

You will be part of the Operations Governance team that is ensuring that all of our operations processes are running smoothly and in accordance with BaFin regulations.

Your Role

  • Act as official Complaints Management Function
  • Establish the framework for risk assessment, ongoing governance of controls and complaints reporting
  • Maintain an in-depth knowledge in the complaints management area
  • Case manage the end to end resolution of escalated complaints (including escalations to manager or other areas as appropriate) and conduct root cause analysis on complaints to identify underlying issue/s
  • Analyze complaint data and survey data to identify continuous improvement actions and work with the business to implement these actions
  • Support the development of training modules related to complaints and issues

What You Should Bring Along 

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.

  • Experience of working in a regulated environment (preferably banking) with a good understanding of the rules and guidelines for complaint handling in the sense of BaFin circular 05/2018 (WA) BT 12 & BaFin circular VA 06/2018
  • Strong attention to detail and methodical approach
  • Positive approach to providing an excellent service to all customers internal and external
  • Competent user of Excel and other reporting suites with the ability to analyse, interpret data accurately, and present reports detailing trend analysis and recommendations
  • The ability to communicate with ease and confidence at all levels, ensuring that information is conveyed effectively written and verbal
  • German language skills are nice to have

What We Offer

  • We are a Remote-First company: our office is in Berlin, but you can work from anywhere in Germany
  • Home office budget
  • Health and 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 Solarisbank AG, 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.

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