Complaints Officer (Global)

Responsibilities

• Thoroughly review and understand customer complaints using internal tools.
• Conduct root cause analysis to identify systemic issues and suggest improvements.
• Communicate clearly with internal teams to gather necessary information.
• Reference relevant terms of use and customer agreements to support case resolutions.
• Utilize tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively.
• Provide clear summaries, timelines, and outcomes in customer communications.
• Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction.
• Craft well-drafted, regulatory-compliant final responses.
• Keep systems updated with proper records and audit trails.
• Complete all administrative tasks efficiently and in line with regulatory standards.
• Engage in mandatory and self-directed training to stay up-to-date.
• Provide guidance to the Customer Support team on complex cases.
• Offer proactive feedback and suggestions to improve processes and customer experiences.
• Excellent written and verbal communication in Portuguese/English.
• Experience with Customer Support.
• Previously experienced with Fintech or banks.
• Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil is a plus.
• Ombudsman certification is a plus
• Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.
• Proficiency with Google Workspace, Office Suite, and platforms like Confluence.
• Strong organizational skills and a sharp eye for detail.
• Ability to work independently, prioritize tasks, and make informed decisions.
• Effective interpersonal skills and a clear communication style.
• Reliable, adaptable, and committed to achieving team goals.
• Additional Information
• If you're ready to take on a challenging and rewarding role, apply now and become part of our team at Wise!
• This is a hybrid position located in Sao Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation
• You're eligible to work in Brazil, we cannot sponsor Visas for this role.
• Additional Information
• Heads Up on Resumes: Please submit your resume in English. We want to be sure we give everyone's application a fair review! Resumes in Portuguese will not be consider.
• Compensation: Salary for this role is 7.800 BRL gross per month
• This is a hybrid position located in Sao Paulo, Brazil
• 🚀 RSU's in a rapidly growing company
• 💻 Flexible working model
• 💪 An annual self-development budget
• 🩺 Health and dental allowance for you and your dependents
• 💝 Company-paid: Life Insurance, and an EAP program
• ☀️ Paid time off: 30 days vacation + 3 "Me" days + 1 volunteer day, annually
• 🏝️ A paid 6-week sabbatical leave after four years
• 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance
• 🚌 Transportation vouchers
• 🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers
• 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil
• Click here to learn more about the benefits that we offer at Wise
• For everyone, everywhere. We're people building money without borders - without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
• We're proud to have a truly international team, and we celebrate our differences.
• Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
• If you want to find out more about what it's like to work at Wise visit Wise.Jobs .
• Keep up to date with life at Wise by following us on LinkedIn and Instagram .

Benefits

Additional Information

As a Complaints Officer, you'll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better. Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise's reputation and operational excellence and supporting local and global complaints.

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