Complaints Specialist (External Disputes Resolution)

What you’ll be doing:

• Handling all otherexternal dispute resolution complaints (including FOS, AFCA, MAS, CASE, FSPO, US regulators, etc.) in accordance with local law and regulation
• Representing Revolut for external dispute resolution platforms
• Identifying, analysing, and resolving issues while helping to implement team and company improvements
• Analysing case outcomes to identify Revolut’s weak points in order to strengthen them
• Setting up and improving internal procedures
• Actively contributing to the culture where the fair treatment of customers is a priority
• Organising and maintaining a central archive of all data, ensuring everything is recorded accurately and easily accessible
• Testing and strengthening current quality controls
• Seeking to go above and beyond the role by taking real ownership of problems, policies or procedures from end to end
• Cooperating closely with other departments during case investigations

What you'll need:

• A Bachelor’s degree or equivalent in Law, or a Legal background
• Financial Services experience
• Experience working with complaints/disputes
• Fluency in English with exceptional communication and writing skills
• An analytical mindset able to investigate and get to the root of a problem
• To know where and how to obtain relevant information
• Strategic thinking skills for knowing when and how to best utilise means of redress (i.e. refunds, including negotiations)
• Strong problem solving skills to use analysis and resources to efficiently resolve a complex case