Senior Associate, Customer Service

Job description

Raisin is the world’s leading platform for savings and investment products. Founded in 2012, the  FinTech 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. Team The Customer Advocay team is the voice of the customer and the champion of their experience. We manage high-stakes escalations, resolve critical complaints, and safeguard our brand reputation across platforms like the BBB and Trustpilot. Beyond resolving individual issues (including sensitive processes like deceased notifications and key account updates) we analyze customer feedback to drive cross-functional process improvements that fix root causes and continuously elevate the customer journey. Your Responsibilities We’re seeking a flexible, detail-oriented Senior Associate to join our Customer Advocacy team. This role is ideal for someone who thrives in fast-paced environments, supports real-time regulatory complaint management, and brings strong communication, analytical, and conflict resolution skills. You'll support complex case work, lead peer mentoring, and contribute to continuous process improvement. Your responsibilities would include: Regulatory & Complex Case Handling • Manage complex customer issues, especially regulatory complaints (e.g., FDIC, CFPB, BBB) and subpoenas. • Support real-time complaint response and cross-functional case handling (e.g., fraud, internal account changes). • Maintain clear, compliant documentation and collaborate with internal teams for resolution. Customer Advocacy & Escalations • Act as a second voice for escalated communications across email and phone. • De-escalate high-pressure situations with professionalism and empathy. • Investigate root causes, ensure compliance, and follow through to resolution. CRA Account Updates • Review and verify customer eligibility for account changes. • Conduct ID verification (e.g., via Sardine), ensuring data accuracy and regulatory alignment. Training & Mentorship • Onboard and coach new team members; share best practices. • Help build training content and support continuous learning across the team. Process Improvement • Identify trends, inefficiencies, and propose process enhancements. • Partner with leadership to test and implement improvements. Customer Feedback & Special Cases • Analyze customer feedback to inform team strategy. • Lead sensitive cases (e.g., death notifications) with compassion and thoroughness. Your Profile • Exceptional written and verbal communication. • Conflict resolution and de-escalation training preferred. • Strong attention to detail and adaptability in dynamic environments. • Analytical mindset; proficiency in Google Sheets or Excel. • Experience handling regulatory matters or complaints (preferred). • Familiarity with mobile platforms (Android, iOS, BBBS) a plus. • Ability to multitask across varied tasks and priorities. &