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About the Role

Wise is seeking an Arbitration Specialist to focus on Japan and support the wider APAC region. This role involves representing Wise before local Japanese arbitration bodies and wider APAC dispute resolution schemes, ensuring fair and compliant outcomes through thorough investigations, and contributing to policy improvements.

Responsibilities

• Investigate arbitration cases thoroughly, providing comprehensive background information and evidence.
• Conduct internal audits of the customer complaint journey to ensure fair outcomes.
• Assess cases and decisions made by external arbitration bodies, taking ownership of legally binding outcomes.
• Ensure Wise presents all necessary evidence based on case assessment in both Japanese and English.
• Serve as a subject matter expert for Japan while supporting the broader APAC region.
• Maintain an in-depth understanding of Japanese regulatory frameworks and evolving regional dispute resolution trends.
• Proactively monitor regulatory changes and interpret their impact on the business.
• Apply an awareness of Wise's growth and scaling challenges in the APAC market to case management and policy contributions.
• Build and maintain effective working relationships with Compliance, Operations, and Product teams.
• Translate arbitration insights and regulatory changes into actionable policy and process improvements.
• Collect company data on complaints and record arbitration decisions for Root Cause Analysis.
• Share feedback with relevant teams within Wise.
• Defend Wise against adverse decisions to safeguard the company's reputation.
• Communicate with relevant product/operational teams to ensure a comprehensive understanding of cases.
• Articulate case information to the arbitration body.
• Handle cases within Wise’s SLAs and ensure no breaches based on arbitration body deadlines.
• Maintain up-to-date knowledge on scam and deactivation complaints.
• Positively contribute to the team culture by assisting other Arbitration Specialists and Complaints Officers.
• Share decisions and provide feedback when necessary.

Requirements

• At least 12 months of experience in dispute resolution, regulatory operations, or high-tier complaints handling.
• At least 12–24 months in a Financial Ombudsman office, regulatory body, Tokyo Bar Association (TBA) ADR scheme, bank, or FinTech handling dispute resolution, legal claims, customer escalations, or regulatory compliance in Japan and/or APAC markets.
• A legal background (e.g., Law degree, paralegal experience, or legal compliance background) is preferred.
• Direct exposure to Japanese financial regulatory frameworks is highly advantageous.
• A strong foundation or keen interest in APAC financial regulatory frameworks is highly advantageous.
• Impeccable/Fluent written and spoken English and high-level/native written and spoken Japanese.
• Ability to manage regulatory filings, complex case notes, customer communications, and legal dispute proceedings in both languages.
• Ability to work independently under high pressure.
• Highly self-motivated, proactive, and comfortable taking ownership of complex decisions without requiring co-located supervision.
• Confident navigating and multitasking across multiple communication channels simultaneously (email, phone, chat) while maintaining composure, speed, and accuracy in high-pressure scenarios.
• Experience working internationally, cross-team, or cross-geo.
• Ability to communicate effectively across diverse cultures, time zones, and matrixed structures.
• Welcome an open feedback culture, comfortably giving and receiving feedback across all levels of the organization.
• Adaptable to Wise’s communication style.
• Meticulous, thorough, and accurate when auditing case files, compiling evidence, and submitting formal responses in both English and Japanese.
• Comfortable working with data, identifying patterns, and uncovering systemic trends to draw meaningful conclusions.
• Ability to leverage data to make sound decisions and actionable recommendations.
• Command of Lightdash, SQL, or other Business Intelligence (BI) tools is preferred.
• Skilled at detecting problematic cases or workflows and escalating them effectively.
• Ability to look beyond surface symptoms to uncover root causes using structured frameworks (e.g., 5 Whys, Fishbone diagrams) or demonstrate an eagerness to learn them.
• Punctual, highly organized, and able to prioritize complex workloads under tight regulatory deadlines.
• Operate autonomously, taking confident ownership of decisions on complex cases.
• Committed to team goals, quick to adapt to regulatory shifts, and consistent in following through on commitments.
• Aware of and compliant with strict data security procedures.
• Uncompromisingly customer-focused, advocating for fair customer outcomes.

Skills

• Dispute resolution
• Regulatory operations
• High-tier complaints handling
• Legal acumen
• Bilingual communication (English and Japanese)
• Handling sensitive regulatory information
• Case management
• Auditing
• Regulatory expertise (Japan and APAC)
• Strategic growth and scaling insight
• Cross-functional influence
• Root cause analysis
• Policy and process improvement
• Reputation management
• Fincrime knowledge
• Team culture contribution
• Attention to detail
• Analytical mindset
• Business Intelligence (BI) tooling
• Problem solving
• Organization
• Autonomy
• Resilience
• Multi-channel communication
• Multitasking
• Data security compliance
• Customer focus

Location

• Tokyo, Japan

Work Type

• Full-time

Experience Level

• 12-24 months

Education Level

• Law degree (preferred)

Salary/Compensations

• JPY 7850000 - JPY 10000000

About the Company

• Wise is a global technology company building the best way to move and manage the world’s money.
• Wise is on a mission to make people's and businesses' lives easier and save them money when sending money internationally, spending abroad, or making and receiving international payments.
• The company is creating an entirely new network for the world's money.

Equal Opportunity

• Wise believes teams are strongest when they are diverse, equitable and inclusive.
• Wise has a truly international team and celebrates its differences.
• Inclusive teams help Wise live its values and ensure every Wiser feels respected, empowered to contribute towards its mission and able to progress in their careers.