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.

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