Arbitration Specialist

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.