Complaints Officer - FTC
Complaints Officer - FTC
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Job Description
The Complaints Officer plays a pivotal role in ensuring that Wise delivers a fair transparent and customerfocused experience. By investigating customer complaints and providing timely comprehensive final responses the Complaints Officer ensures that customers receive fair outcomes while adhering to regulatory requirements.
In this role you will navigate complex cases balancing customer needs with Wises obligations and contribute to a culture of accountability fairness and continuous improvement. Working closely with stakeholders servicing teams and team leads you will help drive operational excellence and maintain Wises commitment to treating customers fairly.
Key Responsibilities:
Complaint Investigation & Resolution:
Investigate customer complaints thoroughly and provide timely final responses ensuring compliance with regulatory and jurisdictional requirements.
Handle multiple complex cases simultaneously while maintaining attention to detail and quality.
Crafts wellstructured concise and professional written responses that clearly outline the investigation process findings and resolution.
Tailors written communication to suit the audience balancing regulatory compliance with a customerfocused tone.
Ensures final responses are transparent and thorough including investigation details outcomes and options for further escalation if applicable.
Stakeholder Collaboration:
Work closely with stakeholders including servicing teams and team leads to gather insights and resolve cases efficiently.
Act as a bridge between customers and internal teams ensuring effective communication and collaboration to achieve fair outcomes.
Regulatory & Risk Management:
Demonstrate a solid understanding of Wises regulatory obligations across multiple jurisdictions.
Mitigate regulatory financial and reputational risks by resolving complaints in line with internal policies and external standards.
Customer Experience Feedback:
Provide actionable feedback to internal teams on customer pain points and recurring issues helping to enhance Wises products and processes.
Share insights on trends identified in complaints to drive continuous improvement and innovation.
Team Contributions:
Support the broader complaints team in achieving key performance indicators (KPIs) maintaining SLA compliance and fostering a collaborative team environment.
Contribute to team discussions and initiatives aimed at improving workflows and customer outcomes.
BEHAVIOURS AND VALUES
Proactive ProblemSolving: Takes initiative to dig deep into issues identify root causes and propose preventive solutions.
Accountability: Owns escalated cases from start to finish ensuring timely highquality resolutions.
CustomerCentric: Demonstrates empathy and advocates for the customers needs ensuring their voice is heard.
Collaborative: Works well with crossfunctional teams influencing stakeholders with datadriven insights.
Clear Communication: Communicates complex issues clearly and transparently to different audiences.
Attention to Detail: Analyses cases thoroughly and provides detailed reports with actionable recommendations.
Adaptable and Resilient: Stays flexible and composed in highpressure situations adjusting to new challenges as they arise.
Continuous Improvement: Seeks ongoing learning opportunities and suggests innovative ways to improve processes and customer experience.
Integrity and Fairness: Resolves issues ethically and fairly maintaining trust with both customers and internal teams.
Qualifications :
Experience
Previous experience or background in areas such as AML KYC Fraud Chargebacks Partner RFIs Sanctions is highly desirable.
Proven ability to work independently prioritise tasks and make sound decisions in complex problemsolving scenarios.
Strong attention to detail ensuring accuracy and thoroughness in investigations and reporting.
Adept at identifying root causes and proposing actionable solutions to improve processes and outcomes.
Proficient with Google Workspace (Email Calendar Drive Docs Sheets Slides) and Microsoft Office Suite (Word Excel).
- Experience with Confluence or similar knowledge management platforms to document and access key information effectively.
Highly organised with excellent time management capable of handling multiple priorities while maintaining a high standard of quality and meeting deadlines.
Strong interpersonal and communication skills to collaborate effectively with internal stakeholders and external partners.
A proactive and adaptable approach to problemsolving in a fastpaced dynamic environment.
THE ROLE WILL BE REMOTE WITH THE CANDIDATE NEEDING TO BE BASED IN THE UK
Additional Information :
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 :
Yes
Employment Type :
Fulltime
Employment Type
Remote
