Complaints Officer
Complaints Officer
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Job Description
Were looking for a dedicated and detailoriented Complaints Officer to join our dynamic team.
As a Complaints Officer youll 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 Wises 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 customerfirst approach displaying empathy and aiming for solutions that enhance satisfaction.
- Craft welldrafted regulatorycompliant 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 selfdirected training to stay uptodate.
- 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 youre ready to take on a challenging and rewarding role apply now and become part of our global team at Wise!
- Salary: 6900 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 So Paulo Brazil
- Click here to learn more about the benefits that we offer at Wise
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For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
