Complaints Specialist, Yaspa
Compliance
£35-45k
2+ days a week in office (Shoreditch, London)
Making instant payments personal
Be an early applicant
Making instant payments personal
21-100 employees
Be an early applicant
£35-45k
2+ days a week in office (Shoreditch, London)
21-100 employees
Company mission
To drive meaningful change in the global financial landscape through the personalisation of real-time payments.
Role
Who you are
- A minimum of 3 years of experience in managing complaints within a financially regulated industry is required
- Comprehensive understanding of the Financial Ombudsman Service and its processes
- Proven experience in regulatory compliance would be an advantage
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal skills
- Ability to work independently and collaboratively within a team
What the job involves
- Receive, manage, and resolve incoming complaints across various communication channels
- Ensure accurate logging and categorisation of complaints within internal systems
- Conduct thorough investigations by gathering relevant information and collaborating with internal teams
- Provide timely and clear updates to customers and third-party providers regarding complaint progress
- Escalate complex or high-risk complaints to senior management as appropriate
- Prepare and submit responses to the Financial Ombudsman Service (FOS) as required
- Analyse complaint data to identify trends and contribute to process improvement initiatives
- Collaborate with the team to ensure adherence to all regulatory obligations
- Uphold Yaspa's internal policies and Financial Conduct Authority (FCA) standards in all complaint handling procedures
- Establish and maintain effective feedback mechanisms with internal teams to drive continuous service enhancement
- Develop and implement an efficient complaints process, while monitoring and analysing complaints to identify emerging trends
- Perform horizon scanning to identify emerging risks and regulatory changes, and provide and implement recommendations to mitigate potential compliance issues
- Manage all subject access requests for the organisation and engage with the Data Protection Officer to address and resolve any related issues
Application process
- 1. Apply with your profile (no more than 3-4 sentences)
- 2. Video call with in-house recruiter
- 3. 60 minute video call with Head of Compliance and Compliance Team Lead
Salary benchmarks
Our take
With more of people's lives spent online, finding ways to make online payments and identity verification easier, more secure and private has become increasingly important. This is what Yaspa is setting out to do.
Yaspa uses Open Banking to facilitate instant and secure bank payments that are more cost-effective than traditional cards. It also aids regulated gambling operators in verifying the financial health and identity of their customers. Yaspa operates in the UK and Europe across trading, charities, eCommerce and iGaming markets, among others. It's authorised by the UK Financial Conduct Authority, with clients including Wonderful, Metro, and Capital.com, with Novibet as a partner.
As well as being backed by leading investors (e.g Metavallon VC, SGH Capital, and Fin VC), the company's founder - James Neville- is extremely experienced in this space as ex-CTO of Worldpay. Yaspa has also won prestigious awards, such as the SiGMA Europe B2C Award and was named 2025's Best Payment Facility at the Card & Payment Awards, indicating its strength within the payments space.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Jun 2022
$0.2m
SEED
Jan 2020
$0.2m
SEED
Total funding: $1.1m
Company benefits
- Autonomy: The flexibility to manage your own schedule.
- The right tools: Your choice of shiny new tech to help you do your best work!
- Team activities: We organise regular events like team lunches and games nights.
- 28 days paid holiday, plus bank holidays
- World class offices in Old Street
- 3% pension contribution
- Unlimited 24/7 digital GP & Physiotherapy appointments
- Wellness counselling support
Company HQ
London, UK
Articles
Leadership
James Neville
(Founder & CEO)Previously CTO at Shopa, WGSN and WorldPay. Before this, was Head of Feature Development at Just Eat.
Share this job
View 6 more jobs at Yaspa