Arbitration Specialist
$785,000–$10,000,000 year
On-siteTokyo, Tokyo, Japan
Job Summary
Investigate arbitration cases thoroughly, providing comprehensive background information and evidence while conducting internal audits of the customer complaint journey. Assess decisions made by external bodies, taking ownership of legally binding outcomes and ensuring Wise presents all necessary evidence in both Japanese and English. Serve as a subject matter expert for Japan and the broader APAC region by maintaining an in-depth understanding of local regulatory frameworks and proactively monitoring evolving dispute resolution trends. Build and maintain effective working relationships with Compliance, Operations, and Product teams to translate arbitration insights into actionable policy and process improvements. Collect vital company data on complaints, record arbitration decisions for root cause analysis, and share feedback with relevant teams. Defend Wise against adverse decisions to safeguard the company's reputation while consistently handling cases within established SLAs.
Required 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
- Impeccable/Fluent written and spoken English
- High-level/native written and spoken Japanese
- Standalone Autonomy & Resilience
- Multi-Channel Communication & Multitasking
- Communication
- Attention to Detail
- Analytical Mindset & BI Tooling
- Problem Solving & Root Cause Analysis
- Organization & Autonomy
- Reliability & Adaptability
- Data Security & Customer Focus
Desired Qualifications
- Legal & Regulatory Acumen: A legal background (e.g., Law degree, paralegal experience, or legal compliance background)
- Direct exposure to Japanese financial regulatory frameworks
- A strong foundation or keen interest in APAC financial regulatory frameworks
- Command of Lightdash, SQL, or other Business Intelligence (BI) tools
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