About Revolut

People deserve more from their money. More visibility, more control, more freedom. And since 2015, Revolut has been on a mission to deliver just that. With an arsenal of awesome products that span spending, saving, travel, transfers, investing, exchanging and more, our super app has helped 20+ million customers get more from their money. And we're not done yet.

As we continue our lightning-fast growth, we believe that two things are essential to continuing our success: our people and our culture. So far, we have 5000+ people working around the world, from our great offices or remotely, on our mission. And we're looking for more. We want brilliant people that love building great products, love redefining success, and love turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Our Customer Support Team is the public face of the company and provides first-class front-line support to our millions of customers. We are also internal customer-champions, working with product teams to ensure users stay at the forefront of everything Revolut does 🚀

We are looking for a Complaints Specialist to handle incoming complaints for external dispute resolution platforms 🧑‍⚖ Someone with legal experience and ability to effectively analyse legal case outcomes to identify Revolut’s weak points. The goal is always the same: to improve the quality of our services and make sure that what we deliver is WOW 💫

Up for the challenge? Let’s get in touch 👇

What you’ll be doing

• Handle all other external dispute resolution (such as, but not limited to: FOS, AFCA, MAS, CASE, FSPO, US regulators) complaints in accordance with local law and regulation and other relevant complaints;
• Representing Revolut for external dispute resolution platforms;
• Identifying analysing, resolving issues and helping to implement improvements, not only team wide but company wide as well
• Analysing case outcomes to identify Revolut’s weak points in order to straighten them
• Setting up (improving) internal procedures
• Actively contributing to the culture where the fair treatment of customers is a priority
• Organising and maintaining a central archive of all data, ensuring everything is recorded accurately and easily accessible
• Testing and strengthening current quality controls
• Seeking to go above and beyond the role by taking real ownership of problems, policies or procedures from end-to-end
• Cooperating closely with other departments during the case investigation

What you'll need

• Bachelor’s degree or equivalent in Law/Legal background is beneficial
• Financial Services experience is highly preferred
• Experience in working with complaints/disputes would be an advantage
• Flawless English and Spanish (exceptional communication and writing skills)
• Any European language would be an asset (grammar, brand tone, and voice)
• Analytical mindset - being able to investigate and get to the root of a problem
• Resourceful - knowing where and how to obtain relevant information
• Strategic thinking - knowing when and how to best utilise means of redress (i.e. refunds including negotiations)
• Strong problem solving - able to use analysis and resources to efficiently resolve a complex case
• Meticulous - great attention to detail
• Readiness to improve every aspect of Revolut and yourself

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