Complaints Counsel (Fintech)

TL;DR

Complaints Counsel (Fintech): Handling customer complaints and out-of-court disputes to ensure regulatory compliance and fair customer treatment with an accent on internal investigations and regulatory representation. Focus on resolving legal disputes, analyzing case outcomes to remediate systemic weak points, and partnering with Compliance teams.

Location: Remote, must be based in Israel

Company

Global financial super app providing visibility, control, and freedom over money to over 75 million customers worldwide.

What you will do

• Conduct internal fact-finding investigations for customer complaints.
• Handle complaints according to local laws and represent the company before the regulator.
• Draft customer response letters and formal responses to legal claims.
• Analyze case outcomes to identify and remediate systemic weak points.
• Collaborate with various internal departments during complex case investigations.
• Contribute to a corporate culture that prioritizes the fair treatment of customers.

Requirements

• Law degree and membership of the Israeli Bar.
• Legal experience within financial services, either in private practice or in-house.
• Proven experience managing disputes and complaints in a banking or financial services environment.
• Fluency in English and Hebrew with exceptional communication and writing skills.
• Strong analytical mindset to investigate and identify the root cause of problems.
• Strategic thinking skills for utilizing means of redress, including refunds and negotiations.

Culture & Benefits

• Certified Great Place to Work™.
• Inclusive workplace supported by a dedicated Diversity & Inclusion (D&I) Framework.
• Opportunity to work within a multicultural, hard-working team.
• Fast-paced environment focused on redefining financial services.