Complaints Officer

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 life 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.

Job Description

We’re looking for a dedicated and detail-oriented Complaints Officer to join our dynamic team.

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.

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 Ninjas, Watson, 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.

Qualifications

• Excellent written and verbal communication in Portuguese/English.
• Experience with Reclame Aqui, Bacen regulation, Procon and have worked in Ouvidoria in Brazil.
• Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.
• 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.

Additional Information

If you’re ready to take on a challenging and rewarding role, apply now and become part of our global team at Wise!

• Salary: 6,900 BRL Monthly + Stocks
• Please apply by submitting your resume and cover letter in English. Applications in Portuguese will not be considered. 
• This is a hybrid position located in Sao Paulo, and not fully remote. You must be able to commute to the office or open to relocation
• You must already be legally authorized to work in São Paulo, Brazil

Benefits: 

• 💰 Salary for this role is 6,900 BRL per month, plus benefits, and RSUs.
• 🚀 RSU’s in a rapidly growing company
• 💻 Flexible working model – During the first six months, you’ll be in office most days of the week to become fully immersed in Wise’s culture and ways of working. After the initial period, you’ll be in office at least 3 days per week. 
• 💪 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
• 👶🏼 18-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
• Click here to learn more about the benefits that we offer at Wise

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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.