Arbitration Specialist

About Wise

Wise is an international technology firm dedicated to creating the optimal method for moving and managing money globally. Its services aim to minimize fees, maximize convenience, and expedite international transactions for individuals and businesses alike. Wise is actively building a new financial network accessible worldwide.

Role Overview

We seek an Arbitration Specialist focused primarily on the APAC region. This role entails direct interaction with external arbitration entities, representing Wise's interests to secure equitable and regulatory compliant resolutions through in-depth case assessments. The specialist will maintain professional relations with arbitration bodies, support root cause investigations, and help shape future policies and operational workflows within complaints and broader operational units. This position demands diligence, legal insight, consistency, and sensitive handling of regulatory data.

Responsibilities

• Conduct detailed investigations of arbitration cases, compiling comprehensive supporting evidence and performing internal audits of customer complaint processes to ensure just outcomes.
• Evaluate arbitration decisions, take ownership of binding results, and provide Wise with all crucial evidence substantiating case evaluations.
• Act as the foremost authority on APAC market regulations by continually monitoring local compliance standards, arbitration trends, and jurisdictional differences, ensuring Wise's adherence and positive outcomes.
• Incorporate Wise's growth and expansion context in APAC to devise scalable, future-ready case management and policy solutions.
• Collaborate across teams including Compliance, Operations, and Product to translate arbitration insights and regulatory updates into actionable policy and process refinements.
• Perform root cause analysis by collecting complaint data, recording arbitration rulings, and relaying constructive feedback to relevant internal teams.
• Protect Wise’s reputation by addressing and mitigating negative arbitration decisions effectively.
• Engage with diverse teams to ensure holistic understanding of cases for clear communication with arbitration bodies.
• Consistently meet service level agreements and arbitration deadlines without breaches.
• Stay informed on financial crime issues such as scam and account deactivation complaints, understanding cross-business handling methods.
• Foster a positive team environment by supporting fellow Arbitration Specialists and Complaints Officers, sharing knowledge and constructive critiques.

Candidate Profile

• Possess 12 to 24 months experience working in a Financial Ombudsman office, regulatory institution, bank, or FinTech firm handling dispute resolution, legal claims, escalations, or regulatory compliance in APAC.
• Preferred legal background such as law degree, paralegal experience, or compliance expertise, with a strong interest or foundation in APAC financial regulations.
• Exceptional command of written and spoken English.
• Adept at multitasking across various communication platforms like email, phone, and chat, maintaining accuracy and composure under pressure.
• Experience working in international, cross-team, or multinational environments, adept at culturally sensitive and effective communication and giving/receiving feedback within complex structures.
• Meticulous attention to detail during audits, evidence compilation, and formal response drafting.
• Comfortable analyzing data, recognizing patterns, and employing business intelligence tools such as Lightdash and SQL to inform decision-making.
• Strong problem-solving skills and root cause analysis capabilities, with knowledge or eagerness to learn structured frameworks like 5 Whys and Fishbone diagrams.
• Highly organized, punctual, autonomous, and capable of prioritizing complex workloads amidst stringent regulatory deadlines.
• Reliable, adaptive to regulatory changes, and consistently fulfills commitments supporting team objectives.
• Adheres to strict data security protocols while prioritizing customer-centric fair outcomes.

Additional Information

Wise champions diversity, equity, and inclusion as foundational to a strong team culture. The company values respect, empowerment, and career progression for all employees and operates without bias or prejudice. International team members contribute to a vibrant work atmosphere aligned with Wise’s values and mission.