Senior Complaints Specialist, EMEA (Fintech)

TL;DR

Senior Complaints Specialist, EMEA (Fintech): Managing complex regulated complaints and building the EMEA complaints function with an accent on fair resolution, regulatory compliance, and root cause analysis. Focus on preparing Financial Ombudsman Service cases, leading regional complaints reviews, and designing AI-enabled processes for complaint handling at scale.

Location: London, United Kingdom; the role covers the EMEA region.

Company

A global fintech platform providing integrated payments, business accounts, spend management, treasury, and embedded finance solutions.

What you will do

• Own a steady caseload of regulated complaints and resolve complex disputes fairly, clearly, and within legal deadlines.
• Prepare case files, gather evidence, draft final positions, and manage escalations to the Financial Ombudsman Service.
• Act as the day-to-day contact for the Ombudsman and maintain timely, factual, and professional communication.
• Lead monthly EMEA complaints reviews covering trends, volumes, and priorities.
• Drive cross-functional root cause analysis and long-term process improvements.
• Help develop AI-enabled capabilities for handling complaints efficiently at scale.

Requirements

• 5+ years of experience handling regulated complaints, ideally in financial services.
• Strong knowledge of DISP and other relevant complaints-handling regulations.
• Experience preparing cases for and liaising with the Financial Ombudsman Service or similar regulators.
• Track record of meeting productivity and quality targets in a high-volume, deadline-driven environment.
• Strong verbal and written communication skills in English.
• Fintech or payments experience is required.

Nice to have

• Experience driving cross-functional root cause analysis or process improvement.
• Confidence using AI-driven tools to automate manual processes and improve efficiency.

Culture & Benefits

• Opportunity to build the EMEA complaints function as its first dedicated regional hire.
• Founder-like ownership, high-impact work, and accelerated learning.
• Collaborative environment focused on solving complex, high-visibility problems.
• Equal opportunity employment with accommodations available for disabilities or special needs.