Wise
Financial Services
ComplaintsOfficer
Neural analysis suggests this role is
optimal for mid candidates.
“Complaints Officer at Wise. Investigating complaints. Providing customers with a final response”
Industry & Context.
Root cause analysis; Digging deeper into the underlying reasons; Identify systemic issues or recurring problems; Resolve the complaint case; Find out if we made a mistake in handling a customer’s case; Offer solutions when raising an issue to help progress the solution
What They're Looking For.
Must Have
Understanding of our regulatory obligations, Knowledge of different jurisdictions, Working efficiently while handling multiple complaints at once, 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, Reach out to relevant teams for further information where needed, Reference the relevant terms of use and customer agreement and resolve the complaint case with a final response, Find out if we made a mistake in handling a customer’s case, Knowledge of relevant regulations, such as consumer protection laws, data privacy regulations (including GDPR), and financial services, Drafting 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, Adopting a customer-focused approach when handling complaints, showing empathy, listening to customer concerns, and aiming to provide solutions that enhance customer satisfaction, Timely completion of all administrative tasks in accordance with regulatory requirements, Maintaining updated systems and notes, ensuring proper record keeping and audit trails, Completing all mandatory training/s on time, Prioritising professional development and utilising the available budget for training and development purposes, 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 you notice trends
What You'll Do.
Investigating complaints
Providing customers with a final response
Ensure customers receive fairest possible outcomes
Review customer complaint
Understand where the issue lies
Digging deeper into underlying reasons
Identify systemic issues or recurring problems
Make sure communication is clear and concise
Ensure timely resolution of complaints
Implementation of corrective actions
Resolve the complaint case
Find out if we made a mistake
Drafting final responses
Timely completion of all administrative tasks
Maintaining updated systems and notes
Completing all mandatory training
Prioritising professional development
Respond to messages and inquiries
Provide detailed information for other teams
Use correct internal processes
Raise issues and process improvements
Offer solutions when raising an issue
Provide feedback to operational teams
Provide feedback to product teams
How You'll Work.
Team & Collaboration
Work closely with stakeholders; Work closely with all servicing teams; Work closely with their team leads; Clear and concise communication with internal stakeholders; Communication with customer support teams; Communication with product teams; Communication with legal/compliance departments; Provide support to the Customer Support Team; Provide support to other operational teams
Communication Scope
Clear and concise communication
Full Job 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](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). Role Purpose: The main role of a Complaints Officer is investigating complaints and providing 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 an understanding of our regulatory obligations, knowledge of different jurisdictions, 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. 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. This involves digging deeper into the underlying reasons behind customer complaints to identify systemic issues or recurring problems that need to be addressed at the organisational level. * Reach out to relevant t
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