Senior Account Manager

About Raisin US Raisin US Inc., based in New York City, was launched in 2019 to bring the Raisin value proposition to the United States. Our team is composed of passionate individuals striving to break down barriers to savings and investments for our customers and bank partners.
We are a "startup within a startup" - we belong to the Raisin family with operations in Germany and the UK. You should apply if you are looking for a dynamic environment where you can roll up your sleeves, play to your strengths, and access unrivalled development opportunities. Team This role is within our customer advocacy team. The team is responsible for overseeing the end-to-end complaint management process, handling customer escalations, responding to BBB and Trustpilot reviews, managing deceased account notifications, processing customer reference account updates, gathering and analyzing customer feedback, and driving continuous process improvements. 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

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, who are at the heart of our success.

As part of our US team, you will benefit from:

• Flexible working hours and 28 vacation days, plus 13 public holidays per year.
• Employee Development Budget of $2,200 and 4 full training days per year.
• Access to Babbel for continuous learning.
• 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.

Apply for this job About us

Raisin is the trailblazer in the savings and investment space. Founded in 2012, the fintech company started by opening the $95+ trillion deposits and investments market of the European Union, the United Kingdom and the United States to consumers.
Today, Raisin serves more than one million customers in these three markets, offering savings products as well as investment and pension products. This makes the Berlin-based fintech one of the leading global savings and investments marketplaces. Savers get a wider choice of attractive products with the ability to move their money freely. In addition, financial service providers get best-in-class marketplace solutions for their customers, and banks get better access to retail funding.
Raisin operates its own B2C marketplaces in Europe and the U.S. under the brands Raisin and WeltSparen. In Germany, the company offers ETF-based investment and retirement products in addition to savings products. Raisin works with over 400 banks and financial service providers from over 30 countries
We are backed by renowned international investors such as b2venture, Deutsche Bank, Goldman Sachs, Greycroft, Headline, Index Ventures, Latitude Ventures, Orange Ventures, PayPal Ventures, Top Tier Capital Partners, Ribbit Capital, Vitruvian Partners and M&G.
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.
In total, we have 7 offices across the world: Berlin, Frankfurt, Hamburg, Madrid, Manchester, Munich and New York.
We also think it’s important to take the time to celebrate our hard work and achievements together, with events like our yearly summer and winter party, as well as a couple of smaller get-togethers.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.