Description
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:
- Reviewing and understanding 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 us and childcare assistance
- Transportation vouchers
- Meal and food vouchers
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