Senior Complaints Specialist, EMEA
Core
Senior Complaints Specialist responsible for resolving complex financial disputes, managing regulator escalations, and leading root cause analysis for Airwallex's EMEA region.
Role type
Senior IC complaints specialist (financial services)
Builds
Complaints handling processes and AI capabilities for global payments
Domain
Fintech / Global Payments / Financial Regulation
Deliverable
client delivery
Required skills
Regulated complaints handling, UK DISP regulation knowledge, Financial Ombudsman Service liaison, root cause analysis, process improvement, AI tool usage, high-volume case management
Preferred skills
Fintech or payments industry experience, cross-functional collaboration
Technologies
AI-driven tools
Responsibilities
Resolve complex customer disputes within regulatory deadlines, manage cases escalated to the Financial Ombudsman Service, lead monthly EMEA complaints reviews, drive root cause analysis with internal teams, help build AI capabilities for complaint handling
Seniority
Senior, hands-on IC