Complaints & Ombudsman Officer - Exclusive for PwD

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.
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.

Skills
Confluence, Customer Support, Zendesk

Employment type
Full-time

Work arrangement
Hybrid