Business Complaints Officer

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.

Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.

For everyone, everywhere.

More about our mission and what we offer.

Job Description

The main role of a Complaints Officer is investigating customer complaints and providing the customers with a final response in a timely manner.

As a Complaints Officer you will ensure that customers receive the fairest possible outcomes to their complaints in the necessary timeframe. The role requires understanding of our regulatory obligations and different jurisdictions when it comes to complaints handling, and working efficiently while handling multiple complaints at once. While working with these complex complaints the Officer will work closely with stakeholders, all servicing teams and their team leads.

The Complaints Officer has a great overview of the customer experience and is able to provide valuable feedback to our internal teams. This is a crucial part of the daily duties that helps Wise improve our product and our internal processes.

The complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk. We right wrongs through fairness, accountability and transparency.

Qualifications

You must have:

Excellent written and verbal English skills

Ability to work independently, prioritise tasks, and make decisions in problem-solving scenarios. Proficient with Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel), and Confluence

Reliable, adaptable, and committed to team goals

Strong attention to detail and well-organised

Effective communication skill and ability to express oneself clearly

Problem-Solving: Proactively identifies and addresses challenges promptly, utilizing critical thinking to overcome obstacles

Ownership: Takes full responsibility for assigned tasks, continuously drives performance improvement, and maintains up-to-date product knowledge

Collaboration: Actively participates in team discussions, offers constructive feedback, and works collaboratively to ensure team goals are met by sharing knowledge and resources

Data-Driven: Demonstrates an understanding of data to measure impact, analyze performance metrics, and support decisions with relevant data

Customer-Focused: Prioritizes customer satisfaction, actively listens to feedback, and advocates for customer needs within the organization

Nice to have:

Background in AML, Fraud, Chargebacks, Partner RFI, and/or Sanctions or Quality Assurance

Good depth of knowledge in AML, CTF guidelines, and procedures

Additional Information

Please note, only resumes provided in English will be considered

Our Benefits:

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

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

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.