Complaints & Ombudsman Officer - Exclusive for PwD
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 complaint resolution and customer satisfaction
Domain
Fintech / Financial Services
Deliverable
client delivery
Required skills
Root cause analysis, regulatory compliance, customer communication, case management, process improvement, data analysis, Zendesk, Google Workspace
Preferred skills
Fintech experience, AML/CTF knowledge, Ombudsman certification, Reclame Aqui/Bacen/Procon experience
Technologies
Zendesk, Twilio, Slack, Confluence
Responsibilities
Review and investigate customer complaints, conduct root cause analysis, communicate with internal teams, draft regulatory-compliant responses, update audit trails, guide Customer Support on complex cases, provide feedback on process improvements.
Seniority
Individual Contributor
