Senior Complaints Specialist, EMEA
AirwallexPayments company
London, United KingdomSenior
Addition
T. Rowe Price
Activant
Lingotto
Robinhood Ventures
TIAA Ventures
Legal & Compliance
About the role
TL;DR
Handle complex disputes, manage regulatory timelines, and drive process improvements for complaints in EMEA.
- •Airwallex is seeking a Senior Complaints Specialist to establish and manage its Complaints function in EMEA.
- •This role involves handling complex disputes, meeting regulatory deadlines, and driving process improvements.
- •Key Responsibilities Manage a caseload of complaints, meeting daily targets and regulatory timelines.
- •Lead on regulator escalations, including preparing cases for and liaising with the Financial Ombudsman Service.
- •Run monthly complaints reviews and drive root cause analysis across EMEA.
- •Collaborate with internal teams to identify and fix the root cause of issues.
- •Assist in shaping the use of AI for complaint handling at scale.
- •Requirements 5+ years of experience handling regulated complaints, preferably in financial services.
- •Strong knowledge of DISP and relevant complaints-handling regulations.
- •Experience liaising with regulators like the Financial Ombudsman Service.
- •Proven track record of meeting productivity and quality targets in a deadline-driven environment.
- •Experience driving root cause analysis and process improvement.
Domain expertise
fintech