Senior Client Disputes Specialist (Fintech)

TL;DR

Senior Client Disputes Specialist (Fintech): Handling complex, high-risk escalated complaints for a global trading platform with an accent on regulatory compliance and quality assurance. Focus on establishing complaint handling standards, mentoring team members, and driving operational improvements through root-cause analysis.

Location: Hybrid role based in Kraków, Poland

Salary: Starting from 13,000 PLN

Company

hirify.global is a FTSE 100 global fintech providing leveraged and non-leveraged trading services to over 350,000 clients worldwide.

What you will do

• Resolve complex, high-risk, and escalated client complaints to a high standard.
• Act as a quality reference point by reviewing cases and coaching team members.
• Support the development and documentation of complaint handling processes and standards.
• Liaise with Compliance regarding regulatory queries, FOS referrals, and DISP compliance.
• Contribute to MI reporting and root-cause analysis to drive product and operational improvements.
• Assist in onboarding and upskilling new team members as the function grows.

Requirements

• Significant experience in complaints handling within regulated financial services.
• Deep working knowledge of FCA requirements, DISP, and FOS processes.
• Proven track record of resolving complex or contentious cases.
• Strong quality assurance instincts and ability to articulate issues clearly.
• Confident communication skills for interacting with customers and internal stakeholders.
• Experience in process documentation or training within a complaints function.

Nice to have

• Background in retail investment, trading platforms, or leveraged products.

Culture & Benefits

• Opportunity to build a new function from the ground up with significant influence.
• Work within a FTSE 100 fintech during a major digital and AI-enabled transformation.
• Collaborative, high-performance culture with genuine professional development opportunities.
• Competitive salary and benefits package.