Arbitration Specialist

About Wise

Wise is a global technology company building the best way to move and manage the world’s money—offering min fees, maximum ease, and full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise’s mission is to make this easier and help customers save money.

As part of our team, you will help create an entirely new network for the world’s money.

For everyone, everywhere.

Job Description

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.

The Complaints Arbitration Specialist will communicate directly with Wise’s external arbitration bodies, representing Wise and ensuring we reach fair, compliant outcomes based on thorough case investigations. In this role, you will maintain professional relationships with arbitration bodies, contribute to root-cause analysis, and help shape future policies and operational workflows within complaints and wider operational teams. The role requires diligence, legal acumen, consistency, and careful handling of sensitive regulatory information.

Application Questions

• What motivates you to apply for this role?
• Why would you be a good fit?

Please apply by submitting your CV and cover letter.

Responsibilities

• Case Management: Investigate arbitration cases thoroughly, providing comprehensive background information and evidence; conduct internal audits of the customer complaint journey to ensure fair outcomes.
• Arbitration decision process: Assess cases and decisions made by external arbitration bodies; take ownership of legally binding outcomes and ensure Wise presents all necessary evidence.
• 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 trends, and jurisdiction-specific differences in complaints to ensure compliance and optimal outcomes for Wise and customers; proactively monitor regulatory changes and interpret their impact on customers and processes.
• Strategic Growth & Scaling Insight: Apply knowledge of Wise’s growth and scaling challenges in APAC to case management and policy contributions, ensuring scalable, future-proof solutions.
• Cross-Functional Influence & Action: Build and maintain effective working relationships with Compliance, Operations, and Product teams to translate arbitration insights and regulatory changes into actionable policy and process improvements.
• Root Cause Analysis & Feedback: Collect company data on complaints; record arbitration decisions for Root Cause Analysis; share feedback with relevant Wise teams.
• Mitigate reputational damage: Defend Wise against adverse decisions to safeguard the company’s reputation.
• Work across multiple teams: Communicate with relevant product and operational teams to ensure a comprehensive understanding of cases and the ability to articulate this information to the arbitration body.
• Consistently meeting SLAs: Handle cases within Wise’s SLAs, including ensuring we do not breach cases based on arbitration body deadlines.
• Strong Fincrime knowledge: Maintain up-to-date knowledge on scam and deactivation complaints, including how they are handled across the business.
• Contribute to team culture: Positively contribute by supporting other Arbitration Specialists and Complaints Officers, sharing decisions, and providing feedback when necessary.

Qualifications

• Experience: At least 12–24 months in a Financial Ombudsman office, regulatory body, bank, or FinTech handling dispute resolution, legal claims, customer escalations, or regulatory compliance within APAC markets.
• Legal & Regulatory Acumen: A legal background (e.g., law degree, paralegal experience, or legal compliance background) is preferred but not required; strong interest in APAC financial regulatory frameworks is highly advantageous.
• Language Skills: Impeccable written and verbal English.
• Multi-Channel Communication & Multitasking: Comfortable navigating multiple communication channels simultaneously (email, phone, and chat) while maintaining composure, speed, and accuracy in high-pressure scenarios.
• Communication: Experience working internationally, cross-team, or cross-geo; ability to communicate effectively across diverse cultures, time zones, and matrixed structures; openness to feedback and ability to give and receive feedback across all levels; ability to adapt to Wise’s communication style.
• Attention to Detail: Meticulous and accurate when auditing case files, compiling evidence, and submitting formal responses.
• Analytical Mindset & BI Tooling: Comfortable working with data to identify patterns and systemic trends; use data to make sound decisions and provide actionable recommendations to leads and cross-functional partners; command of Lightdash, SQL, or other BI tools is preferred.
• Problem Solving & Root Cause Analysis: Skilled at detecting problematic cases or workflows and escalating effectively; ability to look beyond surface symptoms to uncover root causes using structured frameworks (e.g., 5 Whys, Fishbone diagrams) or demonstrated eagerness to learn them.
• Organization & Autonomy: Punctual, highly organized, and able to prioritize complex workloads under tight regulatory deadlines; operates autonomously with ownership of decisions on complex cases.
• Reliability & Adaptability: Committed to team goals, quick to adapt to regulatory shifts, and consistent in following through on commitments.
• Data Security & Customer Focus: Aware of and compliant with strict data security procedures; uncompromising customer focus and advocacy for fair customer outcomes.

Additional Information

• Wise is committed to building money without borders—without judgement or prejudice.
• Wise values diverse, equitable, and inclusive teams, and supports employees in feeling respected, empowered, and able to progress in their careers.
• To learn more about Wise, visit Wise.Jobs and follow on LinkedIn and Instagram.