Senior Complaints Specialist

Position:
Senior Complaints Specialist

Company:
Airwallex

Location:
UK - London

Employment Type:
Full time

Short Summary:
We're looking for a dedicated, organised Senior Complaints Specialist to join us as we build our Complaints function in EMEA from the ground up. You'll spend the majority of your time as a proactive, high-energy complaint handler: resolving complex disputes and keeping pace with our regulatory deadlines.

Responsibilities:
- Manage your caseload: Take ownership of a steady stream of complaints, meeting daily targets while maintaining high standards.
- Meet regulatory timelines: Manage your own schedule to ensure every case is resolved within the required legal timeframes.
- Lead on regulator escalations: Manage cases that reach the Financial Ombudsman Service, preparing thorough case files, gathering evidence, and drafting Airwallex's final position.
- Own the regulator relationship: Act as the day-to-day point of contact with the Ombudsman, keeping our responses professional, timely and factual.
- Lead our EMEA complaints reviews: Run our monthly complaints meetings, bringing visibility to trends, volumes and priorities across the region.
- Drive root cause analysis: Work cross-functionally with internal teams to identify why issues occur, and lead the push for long-term fixes rather than one-off resolutions.
- Help build our complaints AI capability: As volumes grow, help shape how we use AI to handle complaints more efficiently at scale.

Requirement:
- 5+ years' experience handling regulated complaints, ideally within financial services.
- Strong working knowledge of DISP and other relevant complaints-handling regulation.
- 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.

Benefits:
- Opportunity to shape how we run complaints across EMEA.
- Work with exceptional teammates and grow your career as we build the future of global banking.