Arbitration Specialist

If you're interested in the position please apply 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?

We’re looking for an Arbitration Specialist to join our growing team, with a primary focus on Japan (Tokyo) as well as supporting the wider APAC region. The Complaints Arbitration Specialist will communicate directly with external arbitration bodies and regulators - representing Wise before local Japanese frameworks (such as the Tokyo Bar Association, JPSA, and KLFB) as well as wider APAC dispute resolution schemes (AFCA, FSCL, Fidrec, etc.). In this role, you will ensure we reach fair, compliant outcomes based on thorough case investigations, maintain professional relationships with arbitration bodies, contribute to root-cause analysis, and actively shape future policies and operational workflows within complaints and wider business functions. This role demands diligence, legal acumen, consistency, high-level bilingual communication, and the ability to handle sensitive regulatory information with the utmost care.

Your

responsibilities

• Case Management: Investigate arbitration cases thoroughly, providing comprehensive background information and evidence. Conduct internal audits of the customer complaint journey to ensure fair outcomes.
• Arbitration decision process: Assess cases and decisions made by external arbitration bodies, taking ownership of legally binding outcomes. Ensure Wise presents all necessary evidence based on this assessment in both Japanese and English.
• Japan & APAC Market & Regulatory Expertise: Serve as a subject matter expert for Japan while supporting the broader APAC region. Maintain an in-depth understanding of Japanese regulatory frameworks, (the Tokyo Bar Association (TBA) ADR process, JPSA procedures, etc.) and evolving regional dispute resolution trends to ensure full compliance and optimal outcomes for Wise customers. Proactively monitor regulatory changes and interpret their impact on our business.
• Strategic Growth & Scaling Insight: Apply an awareness of Wise's growth and scaling challenges in the APAC 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.