Complaints Lead (f/m/d)

Upvest(2 months ago)

HybridFull TimeManager$116,566 - $153,027 (estimated)Banking

About this role

The Complaints Lead at Upvest is responsible for building and scaling the company's complaints management framework, ensuring compliance with German and EU regulatory requirements such as MiFID II and WpHG/MaComp. This role involves designing effective investigation and remediation processes, selecting appropriate tools to track complaints, and collaborating with various internal departments to enhance customer experience. Additionally, the Complaints Lead will produce insights and reports on complaint trends, while mentoring team members to promote a culture of accountability and customer-focused service.

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Required Skills

Complaints Management
Regulatory Compliance
Process Improvement
Data Analysis
Stakeholder Engagement
Team Training
Investigation Skills
Root-Cause Analysis
Communication Skills
Detail Orientation

+5 more

Qualifications

Several years of hands-on experience in complaints handling within an investment firm, bank, or other regulated financial institution.
Strong understanding of German and EU regulatory requirements relevant to complaints management (e.g., MiFID II, WpHG/MaComp).
Academic background in law, economics, business administration, or humanities.

About Upvest

upvest.co

Upvest is a leading investment API platform that enables businesses to create customized investment experiences for their users. It offers a wide range of solutions, including fractional investing in stocks and ETFs, automated saving plans, and crypto asset custody. With a focus on scalability and modularity, Upvest empowers companies to provide efficient and seamless investments across various asset classes, catering to their users’ unique financial needs. Organizations partner with Upvest to leverage its advanced technology and robust infrastructure, ensuring they can deliver high-quality investment services efficiently.