Senior Customer Service Associate

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 +150 trillion euro market. 

Raisin works with over 300 banks. Today, the platform holds over 75 billion euros in assets from around one million customers which have accrued over 5 billion euros in interest with their investments.

Team

Our Customer Advocacy Team is part of the wider Customer Service function at Raisin, and plays a central role in creating a world-class support experience. We exist to empower our customers by resolving issues with empathy, accuracy, and a solution-oriented mindset.
We are a collaborative, customer-first team that values transparency, autonomy, and continuous learning. We celebrate different perspectives and believe that inclusion, clear communication, and mutual support are core to our success. This is a hybrid role based in [insert city if applicable], offering flexibility while maintaining close team connection.

Your Responsibilities

• Serve as a subject-matter expert for complex scenarios, supporting peers and sharing best practices
• Ensure all case handling and documentation meet quality, compliance, and regulatory standards
• Resolve complex customer cases, coordinating across teams and ensuring end-to-end follow-up
• Handle customer escalations, acting as a second voice and ensuring timely, professional resolution
• Operate with a high degree of autonomy, maintaining ownership of complex or escalated cases through final resolution
• Manage Customer Reference Account (CRA) changes, including identity verification and procedural compliance
• Maintain end-to-end ownership of deceased case management, ensuring due care, empathetic communication, and procedural accuracy throughout
• Gather and synthesize customer feedback to identify trends and recommend improvements
• Lead onboarding and training of new colleagues, offering coaching and knowledge sharing
• Drive process improvement initiatives, collaborating with stakeholders to optimize service delivery
  

Your Profile

• At least 3 years of experience in customer service, ideally within a regulated or fast-paced environment
• Proven ability to handle escalations and complex customer cases with empathy and clear communication
• Experience mentoring or training colleagues, with a passion for sharing knowledge
• Skilled in using customer support tools (Zendesk, CRM systems) and quick to adapt to new technologies
• Strong organizational and problem-solving abilities with a continuous improvement mindset
• Fluent in English; additional languages are a plus
• Comfortable working in a hybrid environment 
  

Join our mission, join our team – and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

As part of our team, you will benefit from:

• Flexible working hours and up to 28 days PTO accrued from your first month, plus 13 public holidays.
• Employee Development Budget of $2,200 and 4 full training days per year.
• Company 401k contribution of 5%.
• Healthcare coverage contribution, including medical, dental and vision.
• Commuter benefits and flexible working from home policy.
• Regular team events and yearly Summer and Winter Party.

Raisin Applicant Privacy Policy

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.

We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.