Subject Matter Expert (Escalated Complaints)

Personal Business Kids & Teens Company Log in Sign up Subject Matter Expert (Escalated Complaints) Office : Tokyo Remote : Japan Apply for this role About Revolut People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 80+ million customers get more from their money every day. As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

Our Customer Support team is the first point of contact for millions around the world, delivering fast, thoughtful help when it matters most. They're the voice of our customers, working closely with product teams to improve experiences and keep wow-level service at the heart of Revolut. We're looking for a Subject Matter Expert to resolve complex cases and escalated complaints. You'll aim to provide the ultimate customer experience while applying your experience and ideas to improve our features and services. Up to shape what's next in finance? Let's get in touch.

Handling external dispute resolution complaints under local law and regulations Representing Revolut in external dispute resolution platforms Identifying, analysing, and resolving issues while helping to implement team and company improvements Identifying and raising new or emerging risks identified through complaints outcomes, and working with RCA and service teams to address them Setting up and improving internal procedures Actively contributing to a culture where the fair treatment of customers is a priority Organising and maintaining a central archive of data, ensuring accurate recording and easy accessibility Testing and strengthening quality controls Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures Cooperating closely with other departments during case investigations What you'll need A bachelor’s degree or equivalent Experience in customer service, managing complaints/disputes Experience within financial services Fluency in English with exceptional communication and writing skills An analytical mindset with the ability to investigate and get to the root of a problem Solid problem-solving skills to use analysis and resources to efficiently resolve a complex case Strategic thinking skills Impeccable attention to detail Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team. Important notice for candidates: Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles. • Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment. • Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain. We won't ask for payment or personal financial information during the hiring