Business Complaints Officer

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Business Complaints OfficerFull-time Compensation: BRL 7800 - BRL 9350 - monthlyCompany DescriptionWise 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.More about our mission and what we offer.Job DescriptionThe main role of a Complaints Officer is investigating customer complaints and providing the customers with a final response in a timely manner.As a Complaints Officer you will ensure that customers receive the fairest possible outcomes to their complaints in the necessary timeframe. The role requires understanding of our regulatory obligations  and different jurisdictions when it comes to complaints handling, and working efficiently while handling multiple complaints at once. While working with these complex complaints the Officer will work closely with stakeholders, all servicing teams and their team leads.The Complaints Officer has a great overview of the customer experience and is able to provide valuable feedback to our internal teams. This is a crucial part of the daily duties that helps Wise improve our product and our internal processes.The complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk. We right wrongs through fairness, accountability and transparency.QualificationsYou must have:Excellent written and verbal English skillsAbility to work independently, prioritise tasks, and make decisions in problem-solving scenarios. Proficient with Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel), and ConfluenceReliable, adaptable, and committed to team goalsStrong attention to detail and well-organisedEffective communication skill and ability to express oneself clearlyProblem-Solving: Proactively identifies and addresses challenges promptly, utilizing critical thinking to overcome obstaclesOwnership: Takes full responsibility for assigned tasks, continuously drives performance improvement, and maintains up-to-date product knowledgeCollaboration: Actively participates in team discussions, offers constructive feedback, and works collaboratively to ensure team goals are met by sharing knowledge and resourcesData-Driven: Demonstrates an understanding of data to measure impact, analyze performance metrics, and support decisions with relevant dataCustomer-Focused: Prioritizes customer satisfaction, actively listens to feedback, and advocates for customer needs within the organizationNice to have:  Background in AML, Fraud, Chargebacks, Partner RFI, and/or Sanctions or Quality AssuranceGood depth of knowledge in AML, CTF guidelines, and proceduresAdditional Information*Please note, only resumes provided in English will be considered*Our Benefits:🚀 RSU’s in a rapidly growing company💻 Flexible working model 💪 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👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance🏝️ A paid 6-week sabbatical leave after four years🚌 Transportation vouchers🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers🏋️ TotalPass access to 3,500 gyms and studios throughout BrazilFor 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,...