Complaints & Ombudsman Officer

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.

Additionally you will work cross-functionally to influence product and process enhancements safeguarding Wises 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 Ninjas Watson 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.

Qualifications :

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;

• Youre 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.

Additional Information :

Interview Process

• 15 min Recruiter Screen Home-Task

• Final Interview

• Offer

Benefits

RSUs 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 (1166 BRL per month) vouchers
TotalPass access to 3500 gyms and studios throughout Brazil

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 .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1