Arbitration Specialist

Job description

We’re looking for an Arbitration Specialist to join our growing team. Purpose of the role The job of the Complaints Arbitration Specialist is to right wrongs through fairness, accountability and transparency. The Complaints Arbitration Specialist will be responsible to communicate with Wise’s arbitration body’s, representing Wise and ensuring we’re able to come to correct outcomes based on the information provided by the Specialist. The role will require to maintain a healthy and professional relationship with arbitration bodies, contribute to root cause analysis, and actively participate in shaping future policies and operational decisions within the complaints team. The role demands diligence, legal acumen, consistency, and the ability to handle sensitive information with the utmost care. Activities performed on the job Your responsibilities: Case Management: Investigate arbitration cases thoroughly, providing detailed information. Conduct audits on the internal handling of the Customer complaint journey, ensuring a fair outcome. Arbitration decision process: Assess cases and decisions made by the arbitration body, taking responsibility for the legally binding decision. Ensure Wise presents all necessary evidence based on this assessment. Complaint Market & Regulatory Expertise: Maintain an in-depth understanding of local regulatory frameworks, evolving arbitration body assessments, and the unique differences in jurisdictional complaints, ensuring compliance and optimal outcomes for Wise and its customers in the global market. Proactively monitor regulatory changes and interpret their impact on our customers and processes. Strategic Growth & Scaling Insight: Apply an awareness of Wise's growth and scaling challenges in the European market to all case management and policy contributions, ensuring solutions are scalable and future-proof. Cross-Functional Influence & Action: Build and maintain effective working relationships with Compliance, Operations, and Product teams to effectively translate arbitration insights and regulatory changes into actionable policy and process improvements. Root Cause analysis and feedback: Collect vital company data on complaints, record arbitration decisions for use in Root Cause Analysis, and share feedback with relevant teams within Wise. Mitigate reputational damage from adverse decisions: Defend Wise against adverse decisions to safeguard the company's reputation. Work across multiple teams: Communicate with relevant product/operational teams to ensure a comprehensive understanding of cases and the ability to articulate this information to the arbitration body. Consistently hitting SLAs: Consistently handling cases within Wise’s SLAs, as well ensuring we do not breach cases based on the arbitration body deadline. Strong Fincrime knowledge: Maintain up-to-date knowledge on scam and deactivation complaints, understanding how they are handled across the business. Contribute to the team culture in a positive manner: Positively contribute to the team culture by assisting other Arbitration specialists and Complaints officers, sharing decisions, and providing feedback when necessary. Experience: You have at least 12 months of experience in dispute resolution, regulatory operations, or high-tier complaints handling. For external applicants: At least 12-24 months in a Financial Ombudsman office, regulatory body, bank, or FinTech handling dispute resolution, legal claims, or regulatory escalations. Legal Background: A legal background (e.g., Law degree, paralegal experience, or legal compliance background) is preferred, but not required. Language Skills: You are fluent (both written and spoken) in English, and fully fluent (both written and spoken) in at least one of the following languages: French, German, Polish, or Romanian. Communication: You’re a great communicator. You’ve got impeccable verbal and written skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and matrixed structures. You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization, and you can adapt to Wise's style of communication. Attention to Detail: When completing tasks, you are thorough, accurate, and meticulous in your review of case files and evidence. Analytical Mindset: You are comfortable working with data, noticing patterns, trends, and systemic issues to draw meaningful conclusions. You leverage data to solve complex problems, make sound decisions, and provide actionable recommendations to leads, colleagues, and cross-functional stakeholders. Tooling & BI: You have a good command of Lightdash, Looker, SQL, or other Business Intelligence (BI) tools. Problem Solving & Root Cause Analysis: You are able to detect, analyze, and solve complex cases and processes, escalating systemic issues as needed. You actively look for incremental improvements, aiming to streamline workflows, eliminate non-value-adding steps, and uncover root causes rather than treating surface symptoms. You are familiar with problem-solving frameworks (e.g., 5 Whys, Fishbone diagrams) or are eager to learn them. Organization & Autonomy: You are punctual, highly organized, and efficient at prioritizing your workload under pressure. You operate autonomously, taking confident ownership of decisions on complex cases while managing your time and energy effectively. Reliability & Adaptability: You display strong commitment to team goals, adapt quickly to regulatory shift, and consistently follow through on commitments. Regulatory Understanding & Security: You have a solid grasp of European regulatory frameworks (or a strong willingness to learn), and you consistently uphold strict data protection and security procedures. Customer Focus: Our customers come first and we make no compromises on that—you consistently keep the customer’s best interest at heart, ensuring fair treatment across all arbitration cases. Starting salary: 2,600 EUR (gross monthly) + RSU's Please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps. If you're interested in the position please apply the latest by submitting your CV and Cover Letter. In your cover letter, please answer the following questions: What motivates you to apply for this role? Why would you be a good fit? Please highlight if you are fluent (both written and spoken) in English, and fully fluent (both written and spoken) in at least one of the following languages: French, German, Polish, or Romanian. For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit . Keep up to date with life at Wise by following us on LinkedIn and Instagram . Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer .