Arbitration Specialist at Wise

We’re looking for an Arbitration Specialist to join our growing team.

Purpose of the role

We’re looking for an Arbitration Specialist to join our growing team, with a critical focus on the APAC region, where the role is based. Purpose of the role The job of the Complaints Arbitration Specialist is to right wrongs through fairness, accountability and transparency, with a clear understanding of the local market and regulatory landscape in APAC.

The Complaints Arbitration Specialist will be responsible to communicate with Wise’s arbitration body’s, representing Wise and ensuring we’re able to come to correct outcomes based on the information provided by the Specialist. The role will require to maintain a healthy and professional relationship with arbitration bodies, contribute to root cause analysis, and actively participate in shaping future policies and operational decisions within the complaints team. The role demands diligence, legal acumen, consistency, and the ability to handle sensitive information with the utmost care.

Your responsibilities:

• Case Management: Investigate arbitration cases thoroughly, providing detailed information. Conduct audits on the internal handling of the Customer complaint journey, ensuring a fair outcome.

• Arbitration decision process: Assess cases and decisions made by the arbitration body, taking responsibility for the legally binding decision. Ensure Wise presents all necessary evidence based on this assessment.

• APAC Market & Regulatory Expertise: Serve as the primary expert for the APAC region. Maintain an in-depth understanding of local regulatory frameworks, evolving arbitration body assessments, and the unique differences in jurisdictional complaints, ensuring compliance and optimal outcomes for Wise and its customers in the APAC market. Proactively monitor regulatory changes and interpret their impact on our customers and processes.

• Strategic Growth & Scaling Insight: Apply an awareness of Wise's growth and scaling challenges in the APAC market to all case management and policy contributions, ensuring solutions are scalable and future-proof.

• Cross-Functional Influence & Action: Build and maintain effective working relationships with Compliance, Operations, and Product teams to effectively translate arbitration insights and regulatory changes into actionable policy and process improvements.

• Root Cause analysis and feedback: Collect vital company data on complaints, record arbitration decisions for use in Root Cause Analysis, and share feedback with relevant teams within Wise.

• Mitigate reputational damage from adverse decisions: Defend Wise against adverse decisions to safeguard the company's reputation.

• Work across multiple teams: Communicate with relevant product/operational teams to ensure a comprehensive understanding of cases and the ability to articulate this information to the arbitration body.

• Consistently hitting SLAs: Consistently handling cases within Wise’s SLAs, as well ensuring we do not Breach cases based on the arbitration body deadline.

• Strong Fincrime knowledge: Maintain up-to-date knowledge on scam and deactivation complaints, understanding how they are handled across the business.

• Contribute to the team culture in a positive manner: Positively contribute to the team culture by assisting other Complaints specialists and officers, sharing decisions, and providing feedback when necessary.

About the role

• Starting salary: SGD 5,800

Qualifications

About you

• You have at least 12 months working in a customer and compliance focused role in the APAC markets.

• You’re a great communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization

• On top of this, you’re able to adapt to Wise type of communication

• You pay attention to details, when completing tasks you’re thorough and accurate

• You’re analytical: you are comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders of your job

• On top of this, you have a good command of Looker or other BI tools

• You’re able to detect and solve problematic cases and/or processes, and escalate them as needed.

• You look for incremental improvements in work processes and results. You constantly look for ways to streamline work processes, eliminating steps that don’t add value or rearranging them to facilitate the workflows. You look beyond the symptoms to uncover root causes of problems and question the status quo to ensure the processes and results continue to be relevant. You know different problem solving techniques like 5 Whys, Fishbone diagrams or you’re willing to learn

• You’re punctual, well organized and able to divide their time between specific activities in order to get things done

• You’re autonomous. You’re able to work independently and take decisions in main problem solving cases

• You’re reliable, adaptable and display commitment to the team’s goals.

• While getting things done, you know how to manage your time and energies. You can organise and plan how long you spend on specific activities

• You possess exceptional local market and regulatory awareness of the APAC region, and understand how to apply this knowledge to a complex, fast-growing global business.

• You are aware of and put into practice data security procedures

• You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind