Government Escalation Advisor (Fintech)

Location: On-site in Dubai, United Arab Emirates; UAE residency and a valid Emirates ID are required.

Company

hirify.global is a fintech platform serving customers and merchants across Saudi Arabia and the wider GCC region.

What you will do

• Review, validate, and submit final responses to complaints escalated through Sanadak and the AECB Dispute & Complaints Management platform.
• Act as the primary contact for Sanadak, AECB, and CBUAE case officers during business hours.
• Track regulator-driven SLAs and escalate cases at risk of breach.
• Coordinate with Care Operations, Compliance, Product, and Tech to identify and remediate complaint root causes.
• Maintain audit-ready case records and prepare regulatory and internal governance reports.
• Support CBUAE audits and inspections and drive identified process, product, and policy gaps to closure.

Requirements

• Bachelor’s degree in Business, Law, Finance, or a related discipline.
• At least 3 years of experience in complaints handling, customer operations, compliance operations, or regulatory-facing work, ideally in a regulated financial services environment.
• Experience handling regulator escalations such as Sanadak, CBUAE, SAMA, or equivalent is strongly preferred.
• Native or fluent Arabic and strong professional English, both written and spoken, are required.
• Strong written communication, sound judgment, attention to detail, and the ability to make defensible decisions within policy frameworks.
• UAE residency and a valid Emirates ID are required.

Nice to have

• Familiarity with Salesforce or similar case management tools.

Culture & Benefits

• Work on-site as part of the Customer Experience team in the UAE.
• Collaborate across Care Operations, Compliance, Product, and Tech.
• Contribute to continuous improvement of complaint-handling SOPs, decision matrices, response templates, and quality standards.