Senior Complaints Specialist, EMEA

📋 Description

• Manage a steady stream of complaints with daily targets.
• Meet regulatory timelines for case resolutions.
• Lead regulator escalations and draft Airwallex positions.
• Own Ombudsman relationships and maintain professionalism.
• Run monthly EMEA complaints reviews and identify trends.
• Drive root cause analysis across functions.

🎯 Requirements

• 5+ years handling regulated complaints, ideally financial services
• Strong DISP knowledge and handling regulations
• Experience liaising with regulators e.g., Financial Ombudsman Service
• Proven productivity and quality in high-volume, deadline-driven work
• Excellent English communication, both verbal and written
• Experience using AI-driven tools to improve efficiency

🎁 Benefits

• Collaborative, ambitious team valuing initiative
• Opportunity to shape complaints function in EMEA
• AI-enabled processes for scalable operations
• Global fintech environment with growth opportunities
• Equal opportunity employer