Complaints & Ombudsman Officer

As a Complaints & Ombudsman Officer at Wise, you will investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of regulatory obligations across multiple jurisdictions.

Key responsibilities include:

• Investigating customer complaints using internal tools
• Conducting root cause analysis to identify systemic issues and suggest improvements
• Communicating clearly with internal teams to gather necessary information
• Referencing relevant terms of use and customer agreements to support case resolutions
• Utilizing tools like Zendesk, Twilio, and Slack effectively
• Providing clear summaries, timelines, and outcomes in customer communications
• Demonstrating a customer-first approach, displaying empathy, and aiming for solutions that enhance satisfaction
• Crafting well-drafted, regulatory-compliant final responses
• Keeping systems updated with proper records and audit trails
• Completing administrative tasks efficiently and in line with regulatory standards
• Engaging in mandatory and self-directed training to stay up-to-date
• Providing guidance to the Customer Support team on complex cases
• Offering proactive feedback and suggestions to improve processes and customer experiences

The ideal candidate will have:

• Excellent written and verbal communication in Portuguese and English
• Experience with Customer Support
• Proficiency with Google Workspace, Office Suite, and platforms like Confluence
• Strong organisational skills and attention to detail
• Ability to work independently, prioritise tasks, and make informed decisions
• Effective interpersonal skills and clear communication style

Nice to have:

• Experience in fintech or banking
• Knowledge of AML, CTF guidelines, and procedures
• Experience with Reclame Aqui, Bacen regulation, Procon, or Ouvidoria in Brazil
• Ombudsman certification

Benefits include:

• RSU's in a rapidly growing company
• Annual self-development budget
• Health and dental allowance for you and your dependents
• Company-paid Life Insurance and EAP program
• Paid time off: 30 days vacation + 3 'Me' days + 1 volunteer day, annually
• Paid 6-week sabbatical leave after four years
• 8 weeks of paid parental leave, after a year with the company and childcare assistance
• Transportation vouchers
• Meal and food vouchers