Complaints Officer

Job Description

The main role of a Complaints Officer is investigating customer complaints and providing the customers with a final response in a timely manner. A stage 1 Complaints Officer will ensure that customers receive the fairest possible outcomes to their complaints in the necessary timeframe. The role requires understanding of our regulatory obligations and different jurisdictions when it comes to complaints handling, and working efficiently while handling multiple complaints at once. While working with these complex complaints the Officer will work closely with stakeholders, all servicing teams and their team leads. The Complaints Officer has a great overview of the customer experience and is able to provide valuable feedback to our internal teams. This is a crucial part of the daily duties that helps Wise improve our product and our internal processes. 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.

Activities performed on the job

• Investigate complaints
• Review the customer complaint and understand where the issue lies using our internal tools as well as external resources
• Focus on root cause analysis to identify systemic issues or recurring problems that need to be addressed at the organizational level
• Reach out to relevant teams for further information where needed, ensuring clear and concise communication with internal stakeholders such as customer support teams, product teams, and legal/compliance departments to ensure timely resolution of complaints and implementation of corrective actions
• Reference the relevant terms of use and customer agreement and resolve the complaint case with a final response
• Determine if we made a mistake in handling a customer’s case
• Use Ninjas, Watson, Zendesk, Twilio, Slack to effectively help proceed with the solution for your cases
• Write final responses to complaints
• Possess knowledge of relevant regulations, such as consumer protection laws, data privacy regulations (including GDPR), and financial services
• Draft final responses with a focus on regulatory compliance
• Referencing the relevant Terms of Use document and attaching it to the final response, which includes a complaint summary, timeline of events, investigation, complaint outcome, and availability of arbitration bodies
• Adopt a customer-focused approach when handling complaints, showing empathy, listening to customer concerns, and aiming to provide solutions that enhance customer satisfaction

Administrative duties

• Timely completion of all administrative tasks in accordance with regulatory requirements
• Maintaining updated systems and notes, ensuring proper record keeping and audit trails

Trainings and Personal development

• Completing all mandatory training on time
• Prioritizing professional development and utilizing the available budget for training and development purposes
• Support the Customer Support team and other operational teams with complaints/difficult cases by providing guidance
• Respond to messages and inquiries in a timely manner and provide detailed information for other teams
• Use the 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

Qualifications

• Proactive Problem-Solving: Takes initiative to dig deep into issues, identify root causes, and propose preventive solutions
• Accountability: Owns escalated cases from start to finish, ensuring timely, high-quality resolutions
• Customer-Centric: Demonstrates empathy and advocates for the customer’s needs, ensuring their voice is heard
• Collaborative: Works well with cross-functional teams, influencing stakeholders with data-driven insights
• Clear Communication: Communicates complex issues clearly and transparently to different audiences
• Attention to Detail: Analyzes cases thoroughly and provides detailed reports with actionable recommendations
• Adaptable and Resilient: Stays flexible and composed in high-pressure situations, adjusting to new challenges
• Continuous Improvement: Seeks ongoing learning opportunities and suggests innovative ways to improve processes and customer experience
• Integrity and Fairness: Resolves issues ethically and fairly, maintaining trust with customers and internal teams

Experience required

• High level written/verbal language and communication skills, advanced level English

Technical Knowledge

• Previous experience or background in AML, KYC, Fraud, Chargebacks, Partner RFIs, Sanctions is highly desirable

Analytical and Decision-Making Skills

• Proven ability to work independently, prioritise tasks, and make sound decisions in complex problem-solving scenarios
• Strong attention to detail, ensuring accuracy and thoroughness in investigations and reporting
• Adept at identifying root causes and proposing actionable solutions to improve processes and outcomes

Technical Proficiency

• Proficient with Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides) and Microsoft Office Suite (Word, Excel)
• Experience with Confluence or similar knowledge management platforms to document and access key information effectively

Organisational Skills

• Highly organized with excellent time management, capable of handling multiple priorities while maintaining a high standard of quality and meeting deadlines

Soft Skills

• Strong interpersonal and communication skills to collaborate effectively with internal stakeholders and external partners
• A proactive and adaptable approach to problem-solving in a fast-paced, dynamic environment

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wise employee feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise, visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram.