Complaints Officer - FTC

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

The Complaints Officer plays a pivotal role in ensuring that Wise delivers a fair, transparent, and customer-focused experience. By investigating customer complaints and providing timely, comprehensive final responses, the Complaints Officer ensures that customers receive fair outcomes while adhering to regulatory requirements.

In this role, you will navigate complex cases, balancing customer needs with Wise’s obligations, and contribute to a culture of accountability, fairness, and continuous improvement. Working closely with stakeholders, servicing teams, and team leads, you will help drive operational excellence and maintain Wise’s commitment to treating customers fairly.

Key Responsibilities:

• Complaint Investigation & Resolution:

  • Investigate customer complaints thoroughly and provide timely final responses, ensuring compliance with regulatory and jurisdictional requirements.

  • Handle multiple complex cases simultaneously while maintaining attention to detail and quality.

  • Crafts well-structured, concise, and professional written responses that clearly outline the investigation process, findings, and resolution.

  • Tailors written communication to suit the audience, balancing regulatory compliance with a customer-focused tone.

  • Ensures final responses are transparent and thorough, including investigation details, outcomes, and options for further escalation if applicable.

• Stakeholder Collaboration:

  • Work closely with stakeholders, including servicing teams and team leads, to gather insights and resolve cases efficiently.

  • Act as a bridge between customers and internal teams, ensuring effective communication and collaboration to achieve fair outcomes.

• Regulatory & Risk Management:

  • Demonstrate a solid understanding of Wise’s regulatory obligations across multiple jurisdictions.

  • Mitigate regulatory, financial, and reputational risks by resolving complaints in line with internal policies and external standards.

• Customer Experience Feedback:

  • Provide actionable feedback to internal teams on customer pain points and recurring issues, helping to enhance Wise’s products and processes.

  • Share insights on trends identified in complaints to drive continuous improvement and innovation.

• Team Contributions:

  • Support the broader complaints team in achieving key performance indicators (KPIs), maintaining SLA compliance, and fostering a collaborative team environment.

  • Contribute to team discussions and initiatives aimed at improving workflows and customer outcomes.

BEHAVIOURS AND VALUES

• 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: Analyses cases thoroughly and provides detailed reports with actionable recommendations.

• Adaptable and Resilient: Stays flexible and composed in high-pressure situations, adjusting to new challenges as they arise.

• 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 both customers and internal teams.

Qualifications

Experience

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

• 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.

• 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.

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

• 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.

THE ROLE WILL BE REMOTE WITH THE CANDIDATE NEEDING TO BE BASED IN THE UK

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 Wiser 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.

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