Senior Client Disputes Specialist (Fintech)

Location: Hybrid (Kraków, Poland)

Salary: starting from 12,000 PLN

Company

Global FTSE 100 fintech providing leveraged and non-leveraged trading services across 18 countries.

What you will do

• Resolve complex, high-risk, and escalated complaints to a high standard.
• Act as a quality reference point by reviewing cases and coaching team members.
• Develop and document complaint handling processes and standards.
• Liaise with Compliance regarding regulatory queries, FOS referrals, and DISP compliance.
• Perform root-cause analysis to feed insights into operational and product improvements.
• Support the onboarding and upskilling of new team members.

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.
• Confident communication skills for interacting with UK customers and internal stakeholders.
• Experience contributing to process documentation or training within a complaints function.
• Must be based in or able to work in Kraków, Poland (Hybrid)

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 real influence.
• Exposure to AI-enabled and digital-first servicing models.
• Collaborative, high-performance culture with genuine development opportunities.
• Competitive salary and comprehensive benefits package.
• Stability and prestige of working within a FTSE 100 company.