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. 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; • 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. Additional Information 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 …