As a Complaint Management Specialist at Vinted Pay you will play a key role in protecting user trust and ensuring strong regulatory compliance within a fast-growing financial services environment. You will investigate and resolve complex escalated payment-related complaints prepare formal responses and help turn challenging user situations into fair well-managed outcomes. This role sits within the Vinted Pay Customer Support organisation part of Vinted Pay Vinted’s expanding regulated financial services entity.
Job Requirements
You should have experience handling complaints in a financial institution PSP EMI fintech banking or regulated financial services environment. A strong understanding of regulated complaint handling including fair outcomes evidence-based decisions and documentation standards is crucial. You must be capable of triaging complaints determining ownership and resolution paths and distinguishing Vinted Pay regulated complaints from non-regulated issues. Strong analytical skills are needed to assess complex cases while you should also possess excellent written and verbal communication skills to handle challenging situations effectively. A customer-centric and empathetic mindset will be essential as well as strong planning and prioritisation skills. Fluency in written and spoken English is required.
