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About the Role
We are seeking a dedicated and organized Senior Complaints Specialist to establish and lead our Complaints function in EMEA. This role involves resolving complex disputes, meeting regulatory deadlines, leading monthly complaints reviews, driving root cause analysis, and improving complaints handling processes for the region.
Responsibilities
- Manage a steady stream of complaints, meeting daily targets while maintaining high standards.
- Ensure every case is resolved within the required legal timeframes by managing your own schedule.
- Manage cases escalated to the Financial Ombudsman Service, preparing thorough case files, gathering evidence, and drafting Airwallex's final position.
- Act as the day-to-day point of contact with the Ombudsman, ensuring professional, timely, and factual responses.
- Run monthly complaints meetings for EMEA, providing visibility into trends, volumes, and priorities.
- Identify the root cause of issues by working cross-functionally with internal teams and driving long-term fixes.
- Shape the use of AI in handling complaints more efficiently at scale as volumes grow.
Requirements
- 5+ years of experience handling regulated complaints, ideally within financial services.
- Strong working knowledge of DISP and other relevant complaints-handling regulations.
- Experience preparing cases for, and liaising with, regulators such as the Financial Ombudsman Service.
- A track record of meeting productivity and quality targets in a high-volume, deadline-driven environment.
- Strong verbal and written communication skills in English.
- Experience driving root cause analysis or process improvement cross-functionally.
- Confidence using AI-driven tools to automate manual processes and improve efficiency.
- Fintech or payments experience is required.
Skills
- Complaints handling
- Regulatory knowledge (DISP, FOS)
- Case file preparation
- Root cause analysis
- Process improvement
- AI-driven tools
- Communication skills
Location
- EMEA
Work Type
- Full-time
Experience Level
- Senior
About the Company
- Airwallex is the only unified payments and financial platform for global businesses, empowering over 250,000 businesses worldwide with integrated solutions for business accounts, payments, spend management, treasury, and embedded finance.
- Founded in Melbourne, Airwallex has a team of over 2,300 employees across 27 global offices.
- The company is valued at US$11 billion and backed by leading investors including T. Rowe Price, Visa, Mastercard, and Sequoia.
- Airwallex is building the global payments and financial platform of the future.
Equal Opportunity
- Airwallex is proud to be an equal opportunity employer.
- We value diversity and consider anyone seeking employment based on merit, qualifications, competence, and talent.
- We do not discriminate based on color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status.
- We provide accommodations for individuals with disabilities or special needs upon request.