Process Operations Associate - Customer Resolution

Descrizione del lavoro:

Please note that this position is based in Berlin, Germany - relocation support is provided if required.

THE BEST WORK OF YOUR CAREER

Trade Republic is the largest savings platform in Europe - we operate in 18 countries, serving +10 million customers who trusted us with over 150B in assets. But we're striving for more.

We have a bold mission to empower everyone to build wealth with easy, safe, and free access to financial systems. You will have the opportunity to grow your career by collaborating with a team of outstanding talents and state of the art technology to build a lasting, positive future for millions.

WHAT YOU'LL BE DOING

The Customer Resolution team is a highly skilled, central unit within Operations, dedicated to managing and resolving the company's most critical and complex cases. This team serves as the single point of contact for urgent regulator requests and complaints, owning the end-to-end process from intake to final reply. The team's current focus is to build scalable, automated processes that meet the requirements of regulators like BaFin across all international markets. By using a data-driven approach and collaborating with various internal teams, they don't just solve problems, they build long-term, automated solutions to enhance the customer experience. Your responsibilities will include:
* Manage and resolve high-priority regulator requests and complaints within deadlines
* Pro-actively chase other teams within Operations in order to resolve complex customer issues that require cross-functional collaboration
* Identify problems and implement long-term solutions for frequently occurring issues
* Hands-on support in defining detailed functional requirements for new processes and implementing enhancements on existing processes
* Monitor performance dashboards to identify trends and write SQL queries for deep-dive analysis

WHAT WE'RE LOOKING FOR

* Bachelor's degree or higher in Business, Economics, or a similar field
* Prior experience in a fintech, bank, investment/ brokerage firm would be preferential
* Strong analytical skills, data-driven mindset, detail orientation and solid organizational and interpersonal skills
* Strong drive to pursue initiatives on their own accord and who takes ownership of deliverables
* A team player who aligns with colleagues and collaborates on impactful outcomes
* Understanding of SQL and expertise with N8N is a bonus
* Fluent with English, both verbal and written communication
* High degree of proficiency in one or more of the following languages: Italian, Spanish, German

WHY YOU SHOULD APPLY NOW

Our culture rewards ownership, excellence, and high energy. We care deeply about outcomes and hold each other accountable - we're here to win and fix one of the largest challenges Europeans face - closing the pension gap and democratising wealth. If this gets you fired up, reach out!

We believe it's our team's varied identities and backgrounds that make us sharper and stronger. We're committed to creating an environment where everyone feels respected and has equal opportunity to thrive in their careers. For any questions on DEI during the interview process, reach out to your recruitment partner