Arbitration Specialist

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

We’re looking for an Arbitration Specialist to join our growing team, with a primary focus on Japan (Tokyo) as well as supporting the wider APAC region.

The Complaints Arbitration Specialist will communicate directly with external arbitration bodies and regulators - representing Wise before local Japanese frameworks (such as the Tokyo Bar Association, JPSA, and KLFB) as well as wider APAC dispute resolution schemes (AFCA, FSCL, Fidrec, etc.).

Your responsibilities:

• Investigate arbitration cases thoroughly, providing comprehensive background information and evidence.
• Assess cases and decisions made by external arbitration bodies, taking ownership of legally binding outcomes.
• Serve as a subject matter expert for Japan while supporting the broader APAC region.
• Apply an awareness of Wise's growth and scaling challenges in the APAC market to all case management and policy contributions.
• Build and maintain effective working relationships with Compliance, Operations, and Product teams.
• Collect vital company data on complaints, record arbitration decisions for use in Root Cause Analysis, and share feedback with relevant teams within Wise.
• Defend Wise against adverse decisions to safeguard the company's reputation.
• Communicate with relevant product/operational teams to ensure a comprehensive understanding of cases.
• Consistently handle cases within Wise’s SLAs.
• Maintain up-to-date knowledge on scam and deactivation complaints.
• Positively contribute to the team culture by assisting other Arbitration Specialists and Complaints Officers.

QUALIFICATIONS:

• At least 12 months of experience in dispute resolution, regulatory operations, or high-tier complaints handling.
• At least 12–24 months in a Financial Ombudsman office, regulatory body, Tokyo Bar Association (TBA) ADR scheme, bank, or FinTech handling dispute resolution, legal claims, customer escalations, or regulatory compliance in Japan and/or APAC markets.
• Legal & Regulatory Acumen: A legal background (e.g., Law degree, paralegal experience, or legal compliance background) is preferred, but not required.
• Language Skills: Impeccable/Fluent written and spoken English and high-level/native written and spoken Japanese.
• Standalone Autonomy & Resilience: You excel at working independently under high pressure.
• Multi-Channel Communication & Multitasking: You are confident navigating and multitasking across multiple communication channels simultaneously.
• Communication: You’ve worked internationally, cross-team, or cross-geo before.
• Attention to Detail: Meticulous, thorough, and accurate when auditing case files, compiling evidence, and submitting formal responses.
• Analytical Mindset & BI Tooling: Comfortable working with data, identifying patterns, and uncovering systemic trends.
• Problem Solving & Root Cause Analysis: Skilled at detecting problematic cases or workflows and escalating them effectively.
• Organization & Autonomy: Punctual, highly organized, and able to prioritize complex workloads under tight regulatory deadlines.
• 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.