Senior Complaints Specialist, EMEA

Airwallex
London
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsSkills: ["Communication","Ownership","Collaboration","Root cause analysis","Attention to detail"]

Build and lead Airwallex’s complaints function for EMEA, serving as a proactive complaint handler for complex disputes while meeting regulatory deadlines. Run monthly complaints reviews, identify trends and priorities, and perform root cause analysis with internal teams to deliver long-term fixes. Prepare and manage escalations to the Financial Ombudsman Service, maintaining professional regulator relationships. Help shape how Airwallex uses AI to handle complaints more efficiently at scale.

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Airwallex
Airwallex
6 hours ago

Senior Complaints Specialist, EMEA

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Last checked: 5 hours agoStatus: Live

Job Summary

Build and lead Airwallex’s complaints function for EMEA, serving as a proactive complaint handler for complex disputes while meeting regulatory deadlines. Run monthly complaints reviews, identify trends and priorities, and perform root cause analysis with internal teams to deliver long-term fixes. Prepare and manage escalations to the Financial Ombudsman Service, maintaining professional regulator relationships. Help shape how Airwallex uses AI to handle complaints more efficiently at scale.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Manage a steady caseload of complaints, meeting daily targets while maintaining high standards.
  • •Ensure cases are resolved within required legal/regulatory timeframes by managing your own schedule.
  • •Lead regulator escalations by preparing thorough case files, gathering evidence, and drafting Airwallex’s final position.
  • •Act as the day-to-day point of contact with the Ombudsman, providing professional, timely, factual responses.
  • •Run monthly EMEA complaints reviews to surface trends and priorities and drive root cause analysis with internal teams to implement long-term fixes.

Key Requirements

  • •5+ years' experience handling regulated complaints, ideally within financial services.
  • •Strong working knowledge of UK complaints handling regulations including DISP and the FOS process.
  • •Experience preparing and liaising with regulators such as the Financial Ombudsman Service.
  • •A track record of meeting productivity and quality targets in a high-volume, deadline-driven environment.
  • •Strong verbal and written communication skills in English, with experience driving root cause analysis or process improvement cross-functionally.
Experience:5+ yearsFinancial servicesFintechPayments
Skills:CommunicationOwnershipCollaborationRoot cause analysisAttention to detail
Languages:English
Tech Stack:AI

Company Brief

Airwallex
Airwallex is a global payments and financial platform that provides business accounts, cross-border payments, treasury, corporate cards, and embedded finance APIs to help companies manage global financial operations and scale internationally.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Singapore, Singapore
Founded: 2015
Glassdoor
Glassdoor: 3.7
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