[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All Wise jobs](https://jobs.opennash.com/companies/wise/) · [Search jobs](/search/) Wise · São Paulo, Brazil # Complaints & Ombudsman Officer - Exclusive for PwD São Paulo, Brazil Hybrid Full-time Administrative Listed on Wise’s official careers site. Posted October 5, 2026. Check that it is still open and apply there. [Apply on Wise’s careers site →](https://jobs.smartrecruiters.com/Wise/744000153516966-complaints-ombudsman-officer-exclusive-for-pwd) [OpenNash Jobs](https://jobs.opennash.com/) / [Wise](https://jobs.opennash.com/companies/wise/) / 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. ## At a glance - Posted by the employer: Oct 5, 2026 - First seen by OpenNash: Oct 11, 2026 - Last checked: Oct 18, 2026 - Listed for: 13 days - Location: São Paulo, Brazil - Work arrangement: Hybrid - Employment type: Full-time[Apply on Wise’s careers site →](https://jobs.smartrecruiters.com/Wise/744000153516966-complaints-ombudsman-officer-exclusive-for-pwd) ## More jobs at Wise ### [AML Manager](https://jobs.opennash.com/companies/wise/jobs/b3e8b8c62a4074a87984/) São Paulo, Brazil ### [Banking Operations Governance Team Lead](https://jobs.opennash.com/companies/wise/jobs/fab74e7e3cd6e8beee70/) São Paulo, Brazil ### [Card Disputes Associate](https://jobs.opennash.com/companies/wise/jobs/d7743aec1e72fea911f9/) São Paulo, Brazil ### [Customer Support Specialist (Spanish Speaker)](https://jobs.opennash.com/companies/wise/jobs/74d46aa8159f756bf3cd/) São Paulo, Brazil ### [Customer Support Specialist (Spanish Speaker) - 11 am - 07:12 pm](https://jobs.opennash.com/companies/wise/jobs/570da376349bc8578f5a/) São Paulo, Brazil ## Similar jobs at other companies ### [Nodal Complaints Officer](https://jobs.opennash.com/companies/grasim-industries/jobs/e4283b5dbb190be01544/) Grasim Industries · Maharashtra ### [RPMG: Training, Complaints & Quality - Front End](https://jobs.opennash.com/companies/axis-bank/jobs/024755140fbb80d92caf/) Axis Bank · Mumbai ### [Senior Complaints Officer](https://jobs.opennash.com/companies/assurant/jobs/0676fe491d2568697bf1/) Assurant · Victoria ### [Asesor Ombudsman ‎](https://jobs.opennash.com/companies/hsbc-holdings/jobs/0d3d5067f44a42a45b37/) HSBC Holdings · Cuauhtemoc, Distrito Federal, Mexico ### [Consumer Support Associate – Internal Ombudsman Secretariat](https://jobs.opennash.com/companies/experian/jobs/f55b8ddd1937630dc256/) Experian · Mumbai, India [Administrative jobs](/functions/administrative/) OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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