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Raisin is a fintech platform connecting consumers with banks across the EU, UK, and US to access better savings and investment rates. The company manages over 80 billion euros in assets for more than one million investors.
The Customer Advocacy team serves as the voice of the customer, managing high-stakes escalations, resolving critical complaints, and protecting brand reputation across platforms like the BBB and Trustpilot. The team handles sensitive processes including deceased notifications, key account updates, and analyzes customer feedback to drive cross-functional process improvements.
As a Senior Associate on this team, you will manage complex customer issues and regulatory complaints (FDIC, CFPB, BBB), support real-time complaint response, and collaborate with internal teams on resolution. You'll act as a second voice for escalated communications via email and phone, de-escalating high-pressure situations with professionalism and empathy. Responsibilities include investigating root causes, ensuring compliance, and following through to resolution.
You will review and verify customer eligibility for account changes and conduct ID verification (e.g., via Sardine) to ensure data accuracy and regulatory alignment. The role includes onboarding and coaching new team members, sharing best practices, and helping build training content to support continuous learning. You'll identify trends and inefficiencies, proposing process enhancements and partnering with leadership to test and implement improvements. You will analyze customer feedback to inform team strategy and lead sensitive cases with compassion and thoroughness.
The ideal candidate has exceptional written and verbal communication skills, strong attention to detail, and adaptability in dynamic environments. An analytical mindset with proficiency in Google Sheets or Excel is essential. Experience handling regulatory matters or complaints is preferred, as is familiarity with mobile platforms (Android, iOS, BBBS). You should be comfortable multitasking across varied priorities and have conflict resolution and de-escalation training preferred.
**Requirements:**
- Exceptional written and verbal communication
- Strong attention to detail and adaptability in dynamic environments
- Analytical mindset; proficiency in Google Sheets or Excel
- Ability to multitask across varied tasks and priorities
- Conflict resolution and de-escalation training (preferred)
- Experience handling regulatory matters or complaints (preferred)
- Familiarity with mobile platforms (Android, iOS, BBBS) (preferred)
