Complaints & Ombudsman Officer

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.