Arbitration Specialist

We are seeking an Arbitration Specialist to join our team in Tokyo, Japan, with a focus on Japan and the wider APAC region.

As an Arbitration Specialist, you will be responsible for communicating directly with external arbitration bodies and regulators, representing Wise before local Japanese frameworks and wider APAC dispute resolution schemes.

Your key responsibilities will include:

• Investigating arbitration cases thoroughly and providing comprehensive background information and evidence
• Assessing cases and decisions made by external arbitration bodies and taking ownership of legally binding outcomes
• Serving as a subject matter expert for Japan and supporting the broader APAC region, maintaining an in-depth understanding of Japanese regulatory frameworks and evolving regional dispute resolution trends
• Applying an awareness of Wise's growth and scaling challenges in the APAC market to all case management and policy contributions
• Building and maintaining effective working relationships with Compliance, Operations, and Product teams
• Collecting vital company data on complaints and recording arbitration decisions for use in Root Cause Analysis
• Defending Wise against adverse decisions to safeguard the company's reputation
• Working across multiple teams to ensure a comprehensive understanding of cases
• Consistently handling cases within Wise's SLAs and ensuring compliance with arbitration body deadlines
• Maintaining up-to-date knowledge on scam and deactivation complaints
• Positively contributing to the team culture by assisting other Arbitration Specialists and Complaints Officers

To be successful in this role, you will need:

• At least 12 months of experience in dispute resolution, regulatory operations, or high-tier complaints handling
• A legal background or direct exposure to Japanese financial regulatory frameworks
• Impeccable written and spoken English and high-level native written and spoken Japanese
• Ability to work independently under high pressure and take ownership of complex decisions
• Strong analytical and problem-solving skills, with the ability to identify patterns and uncover systemic trends
• Excellent communication and interpersonal skills, with the ability to navigate multiple communication channels simultaneously
• Meticulous attention to detail and ability to work accurately in high-pressure scenarios

We offer a dynamic and inclusive work environment, with a commitment to diversity, equity, and inclusion.