Complaints & Ombudsman Officer
Core
Investigate customer complaints, conduct root cause analysis, and ensure regulatory-compliant resolutions for Wise's global customers.
Role type
Complaints & Ombudsman Officer
Builds
Internal processes for handling complaints and safeguarding Wise's reputation
Domain
Fintech / Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
Root cause analysis, regulatory compliance knowledge, customer communication, case management, process improvement, data analysis, cross-functional collaboration, documentation, Zendesk, Google Workspace
Preferred skills
Fintech or banking experience, AML/CTF knowledge, experience with Reclame Aqui/Bacen/Procon, Ombudsman certification
Technologies
Zendesk, Twilio, Slack, Google Workspace, Office Suite, Confluence
Responsibilities
Review and analyze customer complaints, conduct root cause analysis, communicate with internal teams, draft regulatory-compliant responses, maintain audit trails, provide guidance to support teams, suggest process improvements
Seniority
Individual Contributor, mid-level