Client Disputes Associate (Fintech)

TL;DR

Client Disputes Associate (Fintech): Managing and resolving frontline client disputes for the UK market within a digital-first customer experience function with an accent on FCA DISP requirements and SRC eligibility. Focus on investigating complex disputes across trading and payments journeys, communicating outcomes to clients, and conducting root-cause analysis to improve services.

Location: Hybrid (Kraków, Poland)

Salary: starting from 12 000 PLN

Company

hirify.global is a FTSE 100 global fintech providing leveraged and non-leveraged trading and investment products across 18 countries.

What you will do

• Own client disputes from initial contact through to SRC resolution or timely escalation.
• Investigate disputes across trading, platform, payments, onboarding, and servicing journeys.
• Assess complaint validity and determine outcomes aligned to FCA DISP requirements and SRC eligibility criteria.
• Communicate clearly with clients across phone, email, and digital channels.
• Identify recurring dispute themes and contribute to root-cause analysis.
• Collaborate cross-functionally with Compliance, Operations, Product, Marketing, and Technology teams.

Requirements

• Experience in frontline dispute resolution or complaints handling within financial services, fintech, or banking.
• Working knowledge of FCA DISP requirements, specifically SRC eligibility criteria under DISP 1.5.
• Strong written and verbal communication skills for explaining complex issues clearly.
• Ability to manage a caseload at pace with high attention to detail.
• Experience with CRMs or case management platforms.
• Must be based in or able to work hybrid in Kraków, Poland.

Culture & Benefits

• Opportunity to join a founding team and influence operational processes.
• Exposure to AI-enabled and digital-first servicing models.
• Collaborative, high-performance culture with genuine development opportunities.
• Competitive salary and comprehensive benefits package.