Complaints & Ombudsman Officer - Exclusive for PwD
Wise · São Paulo, São Paulo, Brazil
**Company Description** 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.** **Our Commitment to Diversity, Equity and Inclusion** At Wise, we are on a mission to build money without borders. This mission requires a diverse team that reflects our global customer base. **This position is fully open to Persons with Disabilities (PwD).** We are committed to providing reasonable accommodations or adjustments where required throughout the recruitment process and your career with us to ensure you can perform at your best. **Job Description** More about **our mission** and **what we offer** . 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 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; * Accessible Communication: Communicate clearly and empathetically with customers via approved channels. We provide assistive technologies and support for alternative communication methods (written, visual, or digital) as needed. **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** * 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 a