Arbitration Specialist

Responsibilities

• Case Management: Investigate arbitration cases thoroughly, providing comprehensive background information and evidence.
• Conduct internal audits of the customer complaint journey to ensure fair outcomes.
• Assess cases and decisions made by external arbitration bodies, taking ownership of legally binding outcomes.
• Maintain an in-depth understanding of Japanese regulatory frameworks, (the Tokyo Bar Association (TBA) ADR process, JPSA procedures, etc.) and evolving regional dispute resolution trends to ensure full compliance and optimal outcomes for Wise customers.
• Proactively monitor regulatory changes and interpret their impact on our business.
• Apply an awareness of Wise's growth and scaling challenges in the APAC market to all case management and policy contributions, ensuring solutions are scalable and future-proof.
• Build and maintain effective working relationships with Compliance, Operations, and Product teams to effectively translate arbitration insights and regulatory changes into actionable policy and process improvements.
• 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 and the ability to articulate this information to the arbitration body.
• Consistently handling cases within Wise’s SLAs, as well ensuring we do not breach cases based on the arbitration body deadline.

Requirements

• You’ve worked internationally, cross-team, or cross-geo before, so you quickly pick up on how to communicate effectively across diverse cultures, time zones, and matrixed structures.
• Meticulous, thorough, and accurate when auditing case files, compiling evidence, and submitting formal responses in both English and Japanese.

Arbitration decision process

Ensure Wise presents all necessary evidence based on this assessment in both Japanese and English. Japan & APAC Market & Regulatory Expertise: Serve as a subject matter expert for Japan while supporting the broader APAC region.

Strong Fincrime knowledge

Maintain up-to-date knowledge on scam and deactivation complaints, understanding how they are handled across the business. Contribute to the team culture in a positive manner: Positively contribute to the team culture by assisting other Arbitration Specialists and Complaints Officers, sharing decisions, and providing feedback when necessary.

You have 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. Direct exposure to Japanese financial regulatory frameworks is highly advantageous. A strong foundation or keen interest in APAC financial regulatory frameworks is highly advantageous.

Language Skills

Impeccable/Fluent written and spoken English and high-level/native written and spoken Japanese. You will be managing regulatory filings, complex case notes, customer communications, and legal dispute proceedings in both languages.

Standalone Autonomy & Resilience

You excel at working independently under high pressure. You will be the sole Arbitration Specialist based in Tokyo while the rest of the team operates out of other regional and global locations. You are highly self-motivated, proactive, and comfortable taking ownership of complex decisions without requiring co-located supervision.

Multi-Channel Communication & Multitasking

You are confident navigating and multitasking across multiple communication channels simultaneously - including email, phone, and chat - while maintaining composure, speed, and accuracy in high-pressure scenarios.

Communication

You welcome an open feedback culture, comfortably giving and receiving feedback across all levels of the organisation, and can adapt to Wise’s communication style.

Analytical Mindset & BI Tooling

Comfortable working with data, identifying patterns, and uncovering systemic trends to draw meaningful conclusions. You leverage data to make sound decisions and actionable recommendations to leads and cross-functional partners. Command of Lightdash, SQL, or other Business Intelligence (BI) tools is preferred.

Problem Solving & Root Cause Analysis

Skilled at detecting problematic cases or workflows and escalating them effectively. You look beyond surface symptoms to uncover root causes using structured frameworks (e.g., 5 Whys, Fishbone diagrams) or demonstrate an eagerness to learn them.

Organization & Autonomy

Punctual, highly organized, and able to prioritize complex workloads under tight regulatory deadlines. You operate autonomously, taking confident ownership of decisions on complex cases.

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. Above all, you are uncompromisingly customer-focused—our customers come first, and you consistently advocate for fair customer outcomes.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit Wise.Jobs . Keep up to date with life at Wise by following us on LinkedIn and Instagram .

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer .