Complaints & Ombudsman Officer

Job description

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. 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. Interview Process Resume Review 15 min Recruiter Screen + Home-Task Final Interview Offer Benefits 🚀 RSU’s in a rapidly growing company 💪 An annual self-development budget 🩺 Health and dental allowance for you and your dependents - CarePlus (Master1) 💝 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 👶🏼 8-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 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 . Keep up to date with life at Wise by following us on LinkedIn and Instagram . 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 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 .