Job Description

We’re looking for a dedicated and detail-oriented Complaints Officer to join our dynamic team.

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.

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

• Excellent written and verbal communication in English.
• Proven experience in Complaints with a strong background in Fintech/Banking.
• 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 you’re ready to take on a challenging and rewarding role, apply now and become part of our global team at Wise!

• Salary: 59,250 USD yearly
• This is a hybrid position located in Austin, Texas, and not fully remote. You must be able to commute to the office or open to relocation
• You’re eligible to work in the US, we cannot sponsor Visas for this role.
• Click here to see the benefits we offer!

#LI-NC1

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 Wise.Jobs.

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