Complaints Officer, Wise

• Excellent written and verbal communication in English
• Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred
• Proficiency with Google Workspace, Office Suite, and platforms like Confluence
• Strong organizational skills and a sharp eye for detail
• Ability to work independently, prioritize tasks, and make informed decisions
• Effective interpersonal skills and a clear communication style
• Reliable, adaptable, and committed to achieving team goals

• We’re looking for a dedicated and detail-oriented Complaints Officer to join our dynamic team
• 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
• 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

• Medical Insurance
• Health and Wellbeing Discounts
• 25 days holiday (excl. bank holidays) + 3 Me Days
• RSUs (Restricted Stock Units)
• 6 Week Paid Sabbatical
• Mobile Wiser - work remote for up to 90 days a year 🛫
• Parental Leave
• Pension and Retirement Plans
• Plus Many More!

Total funding: $396.4m

Wise started when the two founders realised they would be better off trading Estonian kroons for British pounds (and vice versa) between themselves rather than going through banks. That was back in 2011, and they've since grown Wise into one of Europe's most successful tech businesses, exchanging billions of currency every month.