Senior Complaints Specialist, EMEA

📋 Description Manage a steady stream of complaints with daily targets. Meet regulatory timelines for case resolutions. Lead regulator escalations and draft Airwallex positions. Own Ombudsman relationships and maintain professionalism. Run monthly EMEA complaints reviews and identify trends. Drive root cause analysis across functions. 🎯 Requirements 5+ years handling regulated complaints, ideally financial services Strong DISP knowledge and handling regulations Experience liaising with regulators e.g., Financial Ombudsman Service Proven productivity and quality in high-volume, deadline-driven work Excellent English communication, both verbal and written Experience using AI-driven tools to improve efficiency 🎁 Benefits Collaborative, ambitious team valuing initiative Opportunity to shape complaints function in EMEA AI-enabled processes for scalable operations Global fintech environment with growth opportunities Equal opportunity employer