EMEA Complaints Lead - Regulatory & AI-Driven

Airwallex; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Airwallex is hiring for a senior complaints handler to own and resolve regulated complaints across EMEA, ensuring timely and accurate responses to the Financial Ombudsman Service. You will drive root cause analysis, work cross-functionally, and contribute to advancing AI-assisted complaint handling.

Ideal candidates have 5+ years in regulated complaint environments, strong DISP knowledge, and excellent English communication skills.

Qualifications

• 5+ years' experience handling regulated complaints.
• Strong working knowledge of DISP and other relevant complaints-handling regulation.
• Experience preparing cases for, 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.

Responsibilities

• Manage your caseload and meet daily targets while maintaining high standards.
• Meet regulatory timelines by managing your own schedule.
• Lead regulator escalations and prepare thorough case files for the Ombudsman.
• Own the regulator relationship as the day-to-day contact with the Ombudsman.
• Lead monthly EMEA complaints reviews and identify trends and priorities across the region.
• Drive root cause analysis with cross-functionally to fix issues and implement long-term fixes.
• Help build our complaints AI capability to handle increasing volumes more efficiently.

Skills

Complaint handling

Regulatory knowledge

Liaising with regulators

Process improvement

English communication

Job description

Airwallex is hiring for a senior complaints handler to own and resolve regulated complaints across EMEA, ensuring timely and accurate responses to the Financial Ombudsman Service. You will drive root cause analysis, work cross-functionally, and contribute to advancing AI-assisted complaint handling.

Ideal candidates have 5+ years in regulated complaint environments, strong DISP knowledge, and excellent English communication skills.