Complaints Officer

About the Role

Wise is a global technology company building the best way to move and manage the world’s money. The Complaints Officer role is focused on investigating complaints and providing customers with a final response in a timely manner. This role ensures customers receive the fairest possible outcomes to their complaints within the necessary timeframe. It requires an understanding of regulatory obligations, knowledge of different jurisdictions, and the ability to work efficiently while handling multiple complaints. The Complaints Officer will work closely with stakeholders, servicing teams, and their team leads. This role provides valuable feedback to internal teams to improve Wise's product and internal processes. The Complaints team's purpose is to ensure fair customer treatment and protect the company from regulatory, financial, and reputational risk, driven by fairness, accountability, and transparency.

Key Responsibilities

• Investigate Complaints:
• Review customer complaints and understand the issue using internal tools and external resources.
• Focus on root cause analysis to identify systemic issues or recurring problems.
• Reach out to relevant teams for further information, communicating clearly and concisely with internal stakeholders such as customer support, product, and legal/compliance departments.
• Reference relevant terms of use and customer agreements to resolve complaint cases with a final response.
• Determine if mistakes were made in handling a customer’s case.
• Effectively use tools such as Ninjas, Watson, Zendesk, Twilio, and Slack to support case resolution.
• Write Final Responses To Complaints:
• Draft final responses with a focus on regulatory compliance, referencing relevant regulations such as consumer protection laws, data privacy regulations (including GDPR), and financial services.
• Reference the relevant Terms of Use document and attach it to the final response, including a complaint summary, timeline of events, investigation, complaint outcome, and availability of arbitration bodies.
• Adopt a customer-focused approach, showing empathy, listening to concerns, and aiming to provide solutions that enhance customer satisfaction.
• Administrative Duties:
• Timely completion of all administrative tasks in accordance with regulatory requirements.
• Maintain updated systems and notes, ensuring proper record keeping and audit trails.
• Trainings And Personal Development:
• Complete all mandatory training on time.
• Prioritize professional development and utilize the available budget for training and development purposes.
• Provide Support to Customer Support and Operational Teams:
• Respond to messages and inquiries in a timely manner and provide detailed information for other teams.
• Use correct internal processes to raise issues and process improvements.
• Offer solutions when raising an issue to help progress the solution.
• Provide feedback to operational and/or product teams when things have gone wrong for customers or when trends are noticed.

Requirements & Tech Stack

• Experience using internal tools such as Ninjas, Watson, Zendesk, Twilio, and Slack.
• Knowledge of relevant regulations, including consumer protection laws, data privacy regulations (including GDPR), and financial services.
• Ability to work efficiently while handling multiple complaints.
• Strong communication skills with internal stakeholders.

Qualifications

• The role requires an understanding of our regulatory obligations.
• Knowledge of different jurisdictions.
• The Complaints Officer has a great overview of the customer experience and is able to provide valuable feedback to our internal teams.