Arbitration Specialist

Join Wise, a global technology company on a mission to make international money transfers easier and more affordable. As an Arbitration Specialist, you will be responsible for managing arbitration cases, ensuring compliance with regulatory frameworks, and contributing to policy improvements. You will work closely with various teams and maintain a professional relationship with arbitration bodies.

• Investigate arbitration cases thoroughly, providing detailed information and conducting audits on the internal handling of the Customer complaint journey.
• Assess cases and decisions made by the arbitration body, taking responsibility for the legally binding decision and ensuring Wise presents all necessary evidence.
• 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.

**Experience:**You have at least 12 months of experience in dispute resolution, regulatory operations, or high-tier complaints handling.

• **For external applicants:**At least 12-24 months in a Financial Ombudsman office, regulatory body, bank, or FinTech handling dispute resolution, legal claims, or regulatory escalations.

**Legal Background:**A legal background (e.g., Law degree, paralegal experience, or legal compliance background) is preferred, but not required.

**Language Skills:**You are fluent (both written and spoken) in English, and fully fluent (both written and spoken) in at least one of the following languages: French, German, Polish, or Romanian.

**Communication:**You’re a great communicator. You’ve got impeccable verbal and written 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 matrixed structures. You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization, and you can adapt to Wise's style of communication.

**Attention to Detail:** When completing tasks, you are thorough, accurate, and meticulous in your review of case files and evidence.

**Analytical Mindset:**You are comfortable working with data, noticing patterns, trends, and systemic issues to draw meaningful conclusions. You leverage data to solve complex problems, make sound decisions, and provide actionable recommendations to leads, colleagues, and cross-functional stakeholders.

**Tooling & BI:**You have a good command of Lightdash, Looker, SQL, or other Business Intelligence (BI) tools.

**Problem Solving & Root Cause Analysis:**You are able to detect, analyze, and solve complex cases and processes, escalating systemic issues as needed. You actively look for incremental improvements, aiming to streamline workflows, eliminate non-value-adding steps, and uncover root causes rather than treating surface symptoms. You are familiar with problem-solving frameworks (e.g., 5 Whys, Fishbone diagrams) or are eager to learn them.

**Organization & Autonomy:**You are punctual, highly organized, and efficient at prioritizing your workload under pressure. You operate autonomously, taking confident ownership of decisions on complex cases while managing your time and energy effectively.

**Reliability & Adaptability:**You display strong commitment to team goals, adapt quickly to regulatory shift, and consistently follow through on commitments.

**Regulatory Understanding & Security:**You have a solid grasp of European regulatory frameworks (or a strong willingness to learn), and you consistently uphold strict data protection and security procedures.

**Customer Focus:**Our customers come first and we make no compromises on that—you consistently keep the customer’s best interest at heart, ensuring fair treatment across all arbitration cases.

## Additional Information

**Starting salary: 2,600 EUR (gross monthly) + RSU's**

Please feel free to reach out to the Recruiter outlined in the job ad. They will be able to advise you on the next steps.

If you're interested in the position please apply the latest by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:

• What motivates you to apply for this role?
• Why would you be a good fit?
• Please highlight if you are fluent (both written and spoken) in English, and fully fluent (both written and spoken) in at least one of the following languages: French, German, Polish, or Romanian.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit [<Wise.Jobs>](https://www.wise.jobs/).

Keep up to date with life at Wise by following us on [LinkedIn](https://www.linkedin.com/company/1769571/) and [Instagram](https://www.instagram.com/wisecareers/).