# Complaints & Ombudsman Officer - Exclusive for PwD

**Company**: Wise
**Location**: São Paulo, Brazil
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Wise/744000161562594-complaints-ombudsman-officer-exclusive-for-pwd?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/complaints-and-ombudsman-officer-exclusive-for-pwd-953c9a0c-5b2/

## 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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Portuguese
- English
- Google Workspace
- Office Suite
- Confluence
- Customer Support

### Nice to have
- fintech
- banking
- AML
- CTF
- Reclame Aqui
- Bacen regulation
- Procon
- Ombudsman certification

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Wise/744000161562594-complaints-ombudsman-officer-exclusive-for-pwd?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)