Job description 

About the role

Our Customer Support team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does 🚀

We're looking for a passionate analyst to join us as a Complaints Specialist. Someone to investigate and resolve complaints within the regulatory deadline. It’s a position for truly responsible, customer-oriented, and resilient individuals. A strategic thinker ready to improve internal processes wherever needed. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW 💫

Up for the challenge? Let’s get in touch 👇

What you’ll be doing

• Handling incoming formal complaints within the regulatory deadline
• Identifying, analysing, and resolving issues and helping implement improvements
• Setting up and improving internal procedures
• Actively contributing to a culture where the fair treatment of customers is a priority
• Organising and maintaining a central archive of all data, ensuring everything is recorded accurately and easily accessible
• Collaborating with various internal teams, such as customer service, product development, and quality assurance, to ensure efficient and effective complaint resolution
• Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end
• Staying up-to-date with relevant industry regulations, policies, and compliance requirements to ensure all complaint-handling processes adhere to legal and regulatory standards
• Creating a better work-life balance by managing your own working hours

What you'll need

• 1+ year of customer support experience
• Flawless English skills
• Native or fluent language skills in German
• An analytical mindset able to investigate and get to the root of a problem
• Knowledge of where and how to obtain relevant information
• Strategic thinking skills to know when and how to best utilise means of redress (i.e. refunds, including negotiations)
• A strong problem solving attitude to use analysis and resources efficiently to resolve a complex case
• Great attention to detail

Nice to have

• Fluency in any additional languages