Complaints & Ombudsman Officer - Exclusive for PwD

Company Description

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.
• Our Commitment to Diversity, Equity and Inclusion
• At Wise, we are on a mission to build money without borders.
• This mission requires a diverse team that reflects our global customer base.
• This position is fully open to Persons with Disabilities (PwD).
• We are committed to providing reasonable accommodations or adjustments where required throughout the recruitment process and your career with us to ensure you can perform at your best.
• More about our mission and what we offer .

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.

Additional Information

Interview Process

• 15 min Recruiter Screen + Home-Task
• Final Interview
• Offer

Benefits

🚀 RSU's in a rapidly growing company

💪 An annual self-development budget

🩺 Health and dental allowance for you and your dependents - CarePlus (Master1)

🏝️ A paid 6-week sabbatical leave after four years

👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

🚌 Transportation vouchers

🍕 Meal (708 BRL per month) and food (1,166 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 .
• Keep up to date with life at Wise by following us on LinkedIn and Instagram .