Complaints Officer, Wise
$59.3k
More information about location
1-5 days a week in office
Money without borders
Open for applications
Money without borders
1001+ employees
Open for applications
$59.3k
More information about location
1-5 days a week in office
1001+ employees
Company mission
We believe in money without borders. That's why we're building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.
Role
Who you are
- 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
What the job involves
- 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
Our take
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.
Wise rapidly grew by solving a significant problem for customers, who lost too much money to banks when exchanging currency. Its attracted investment from some of the best investors in the world, from Andreesen Horowitz to Index Ventures and even Richard Branson.
While the market is crowded with new entrants (think Revolut and Monzo) and traditional banks trying to catch up, Wise is still staying one step ahead having recently opened a new hub in India and new payment features as well as reporting a rise in key metrics on higher volume and customer growth. This continued growth positions the company well for continued success in the future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Employee endorsements
Flexible working
"I'm trusted to do my work regardless of whether I'm in the office or working from my spare room. Our mobile wiser scheme gives us the opportunity to..."
Funding (last 2 of 7 rounds)
Nov 2017
$280m
SERIES E
May 2016
$26.7m
SERIES D
Total funding: $397.1m
Company HQ
London, UK
Articles
Leadership
Taavet Hinrikus
(Co-Founder & Chairman)Previously Director of Strategy for Skype.
Kristo Käärmann
(Co-Founder & CEO)Previously a Consultant at PwC and Manager at Deloitte.
People progressing
Joined as Banking Lead, promoted to Head of Banking after 2 years, then again to Global Head of Banking and Chief Banking and Expansion Officer.
Salary benchmarks
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Diversity, Equity & Inclusion at Wise
- Communities and safe spaces (Employee Resource Groups) – led by our Wisers so people can share experiences and information, support each other and connect on shared values
- Wise Cultural Calendar – a programme to learn and celebrate the wide range of cultures, traditions, backgrounds, and global experiences we have here at Wise. Example programmes include Pride Summer and Black History Month
- Our teams continue to set and drive their own bespoke objectives, holding themselves accountable and making sure they focus efforts where they can have the most impact
- We’re excited to partner with InChorus to collect ongoing data on our culture and enable teams to track their progress
- DEI development and training — We’re building our capability and getting everyone on the same page about DEI. Our new training programme will help new joiners and all Wisers know what DEI looks like day-to-day and how they can play their part
- Global policy review — We’re working with an external advisor to provide detailed feedback on best practices in policies by end January
- Disability inclusion – We’re building resources and support for Wisers and candidates with disabilities. Our goals is to offer practical information and support to ensure that Wise remains an inclusive environment for those impacted by a disability
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