Complaints & Ombudsman Officer - Exclusive for PwD

Job description

As a Complaints Officer, you’ll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better. Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence and supporting local and global complaints.

Key Responsibilities

Thoroughly review and understand customer complaints using internal tools; Conduct root cause analysis to identify systemic issues and suggest improvements; Communicate clearly with internal teams to gather necessary information; Reference relevant terms of use and customer agreements to support case resolutions; Utilize tools like Zendesk, Twilio, and Slack effectively; Provide clear summaries, timelines, and outcomes in customer communications; Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction; Craft well-drafted, regulatory-compliant final responses; Keep systems updated with proper records and audit trails; Complete all administrative tasks efficiently and in line with regulatory standards; Engage in mandatory and self-directed training to stay up-to-date; Provide guidance to the

Customer Support team on complex cases; Offer proactive feedback and suggestions to improve processes and customer experiences; Accessible Communication: Communicate clearly and empathetically with customers via approved channels.

We provide assistive technologies and support for alternative communication methods (written, visual, or digital) as needed.

Qualifications

Must haves

Excellent written and verbal communication in Portuguese/English; Experience with Customer Support; Proficiency with Google Workspace, Office Suite, and platforms like Confluence; Strong organizational skills and a sharp eye for detail; Ability to work independently, prioritize tasks, and make informed decisions; Effective interpersonal skills and a clear communication style; Reliable, adaptable, and committed to achieving team goals; This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office).

You must be able to commute to the office or open to relocation; You’re eligible to work in Brazil, São Paulo, we cannot sponsor Visas for this role.

Nice to have

Previously experienced with fintech or banks; Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred; Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil; Ombudsman certification is a plus.