Team Lead Customer Service Complaint Management, Fraud & Legal; m​/f​/d

Team Lead Customer Service Complaint Management, Fraud & Legal (m/f/d)

Berlin, Berlin, Germany

Raisin is the world's leading platform for savings and investment products. Founded in 2012, the Fin Tech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing
. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.

Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.

In our Solution Management Team within Customer Service, we consolidate expertise for complex customer concerns, legal inquiries, and complaint cases. Together we ensure that our customers receive the best possible support while simultaneously meeting all regulatory requirements. As Team Lead CS Complaint Management, Fraud & Legal, you will take on functional and organizational responsibility for the areas of complaint management (DE & EU), as well as legal and fraud topics within Customer Service.

You will lead a team of 6–7 employees.

In this role, you will always maintain an overview of all matters relating to complaints, data protection, legal inquiries, and fraud cases—making well-founded decisions in the interest of both our customers and the company.

• Functional Leadership: Take functional responsibility for processing complex customer complaints and escalations from Germany and across Europe.
• Compliance: Ensure the compliant handling of all cases in accordance with BaFin regulations, GDPR, and internal guidelines.
• Screening & Prioritization: Conduct daily screenings of legal inquiries, prioritize them based on urgency and relevance, and distribute them efficiently within the team.
• Communication: Draft legally sound and customer-oriented responses in close coordination with the Legal team and the Data Protection Officer.
• Stakeholder Management: Coordinate and consolidate information from internal departments and external partners, representing your team to internal and external stakeholders.
• Data Protection: Oversee the coordination of data protection inquiries from our German and European customers in accordance with GDPR.
• Fraud Management: Manage the processing and assessment of fraud cases, identify risks, and develop measures for risk mitigation.
• Process Optimization: Analyze processes, identify potential for optimization, and drive the continuous improvement of workflows and interfaces.
• Team Development: Support the professional development of your team, promote individual responsibility, and build expertise within the respective subject areas.

• Education: Completed university degree or comparable training—ideally with a legal, business, or banking background.
• Experience: Several years of professional experience in complaint management, customer service, legal, or compliance, preferably in a regulated or highly customer-oriented environment (e.g., Fin Tech, banking, insurance).
• Regulatory Knowledge: A solid understanding of regulatory requirements (e.g., BaFin, GDPR) and a keen sense for legal contexts.
• Leadership: Experience in leading and developing employees or a clear motivation to take on leadership responsibility.
• Analytical
  
  Skills:
  
  Ability to quickly grasp complex issues, analyze them in a structured manner, and make sound decisions.
• Soft Skills: Empathic and solution-oriented communication, especially when dealing with customers in sensitive situations.
• Working Style: High degree of self-responsibility, organizational talent, and a structured, reliable way of working.
• Collaboration: Enjoy working cross-functionally with Legal, Data Protection, and Fraud Management teams.
• Languages: Excellent German skills (C2 or native speaker) as well as fluent written and spoken English. Additional languages are an advantage.
• Values: A high level of integrity, reliability, and decisiveness.

At Raisin, we care about each other and it is one of…