Business Complaints Officer

Wise; Brasil; Hybrid; BRL 111.600 - 167.400; Vollzeit

Benefits dieser Stelle

RSU’s in a rapidly growing company

Flexible working model

Health and dental allowance

30 days vacation + 3 “Me” days + 1 volunteer day annually

Paid sabbatical leave after four years

Transportation vouchers

Meal vouchers (1,188 BRL per month)

Gym access (TotalPass) across Brazil

Zusammenfassung

Wise is seeking a Complaints Officer to investigate customer complaints and provide timely responses. Your role will include working closely with stakeholders and ensuring customer satisfaction. The ideal candidate should have excellent communication skills and be proficient in Google Workspace tools.

As part of the team, you will contribute to improving processes and outcomes for our customers. Joining Wise means being part of a diverse and internationally-focused workplace.

Qualifikationen

• Ability to work independently and prioritise tasks.
• Strong attention to detail and well-organised.
• Proficiency in Google Workspace and Office suite.

Aufgaben

• Investigate customer complaints and provide timely responses.
• Work closely with stakeholders and servicing teams.
• Provide valuable feedback to internal teams.

Kenntnisse

Excellent written and verbal English skills

Problem-Solving

Data-Driven

Customer-Focused

Collaboration

Attention to detail

Tools

Google Workspace

Microsoft Office Suite

Confluence

Jobbeschreibung

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.

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.

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, analyse performance metrics, and support decisions with relevant data
• Customer‑Focused: Prioritises 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

*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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