Complaints Officer - Fraud and Scams

We’re looking for a dedicated and detail-oriented Complaints Officer to join our Fraud and Scams Complaints team in São Paulo. You’ll investigate FinCrime related customer complaints, ensure timely and fair resolutions. This is your chance to make an impact on customer satisfaction and help shape Wise's internal processes for the better. The Complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk. We right wrongs through fairness, accountability and transparency.

Your responsibilities

• Investigating complaints: providing fair and transparent outcomes.
• Working across multiple teams: communicating with relevant product/operational teams to ensure a comprehensive understanding of cases.
• Consistently hitting SLAs: consistently handling cases within the deadlines.
• Positively contributing to the team culture by assisting other Complaints Officers, sharing decisions, and providing feedback when necessary.