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About the Role

Wise is seeking an Arbitration Specialist to focus on Japan and support the APAC region. This role involves representing Wise before local Japanese and regional arbitration bodies, 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 12–24 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, but not required.
• 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.
• You will be managing regulatory filings, complex case notes, customer communications, and legal dispute proceedings in both languages.
• You excel at working independently under high pressure.
• You are highly self-motivated, proactive, and comfortable taking ownership of complex decisions without requiring co-located supervision.
• You are confident navigating and multitasking across multiple communication channels simultaneously - including email, phone, and chat - while maintaining composure, speed, and accuracy in high-pressure scenarios.
• You’ve worked internationally, cross-team, or cross-geo before, so you quickly pick up on how to communicate effectively across diverse cultures, time zones, and matrixed structures.
• You welcome an open feedback culture, comfortably giving and receiving feedback across all levels of the organisation, and can adapt 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.
• Leverage data to make sound decisions and actionable recommendations to leads and cross-functional partners.
• Command of Lightdash, SQL, or other Business Intelligence (BI) tools is preferred.
• Skilled at detecting problematic cases or workflows and escalating them effectively.
• 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—our customers come first, and you consistently advocate for fair customer outcomes.

Skills

• Arbitration
• Case Management
• Regulatory Compliance
• Legal Acumen
• Bilingual Communication (English/Japanese)
• Root-Cause Analysis
• Policy Development
• Process Improvement
• Cross-Functional Collaboration
• Data Analysis
• Business Intelligence Tooling (Lightdash, SQL preferred)
• Problem Solving
• Organization
• Autonomy
• Adaptability
• Data Security
• Customer Focus

Location

• Tokyo, Japan

Work Type

• Full-time

Experience Level

• 12-24 months experience

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/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 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.