ComplaintsAdministrator

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](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). 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. A Complaints Administrator will ensure that customers receive the smoothest journey when they currently have an issue with Wise. The role requires an understanding of our regulatory obligations when it comes to complaints handling in order to be able to assist the team and work efficiently while handling multiple communications at once. Activities performed on the job * Forming good working relationships with other areas of the business that escalate complaints. * Working across multiple teams to resolve customer issues by logging them. * Ensuring customers are treated fairly by reviewing all complaint points. * Making necessary escalations to relevant internal teams at the point of complaint logging. * Providing feedback to operational and/or product teams when things have gone wrong for customers or you notice trends. * Supporting Customer Support and other operational teams with complaints/difficult cases by providing guidance and handling advice. * Using internal tooling to log complaints. * Being responsible for all slack channels from other areas asking for advice or help. * Being responsible for logging all incoming complaints. * Following and adhering to internal SLAs and KPIs (individually and on a team