Complaint Management Specialist (Fintech)

Location: Vilnius, Lithuania; hybrid setup with 3 days per week expected in the office.

Salary: €1,917–€2,592 gross per month.

Company

hirify.global is a Lithuanian-founded second-hand marketplace company with hirify.global Pay, a regulated financial services entity providing secure payment services across Europe.

What you will do

• Handle high-priority, complex, and escalated payment-related complaints.
• Investigate cases and make fair, evidence-based decisions considering customer outcomes, policies, regulatory requirements, and operational risk.
• Prepare clear complaint responses aligned with FCA DISP, Consumer Duty, GDPR, FOS, and Bank of Lithuania standards.
• Collaborate with Product, Risk, Compliance, Legal, Operations, senior management, and external partners to resolve complex issues.
• Analyse complaint themes, root causes, recurring issues, and emerging risks to recommend service improvements.
• Maintain audit-ready complaint controls, procedures, and documentation, and identify responsible automation opportunities.

Requirements

• Experience handling complaints in a financial institution, PSP, EMI, fintech, bank, or other regulated financial services environment.
• Strong understanding of regulated complaint handling, fair outcomes, evidence-based decisions, and documentation standards.
• Ability to triage complaints, determine ownership and resolution paths, and distinguish regulated hirify.global Pay complaints from non-regulated issues.
• Strong analytical skills for assessing complex cases, identifying root causes, and proposing practical solutions.
• Sound judgement and attention to customer, regulatory, and business impact when managing escalated complaints.
• Excellent written and verbal communication skills, including the ability to remain clear and calm in challenging situations.
• Customer-centric, empathetic, resilient, objective, well organised, and able to plan and prioritise effectively.
• Fluent written and spoken English required.

Culture & Benefits

• Hybrid work with a workation policy allowing remote work for up to 90 days per year in the EU, including 21 days globally; non-EU citizens can work worldwide for 21 days.
• 25 working days of holiday, private health insurance, pension contributions, and an Employee Assistance Program for employees and families.
• Share options, a monthly hirify.global shopping budget, home-office equipment, and up to €540 for home workplace furniture.
• Annual learning budget starting at €3,000 and up to 10 working days over two years for development.
• Team-building events, a dog-friendly office, and Vilnius office access to a gym and in-house meals.
• A proportionate background screen is required in line with local law and data protection requirements.