Complaints Officer

Wise
Hyderabad
Workplace: OnsiteFull timeINR 700,000 - 875,000 annuallyFunction: Data Science & Machine LearningSkills: ["Proactive problem-solving","Accountability","Customer-centricity","Clear communication","Attention to detail"]

Investigate customer complaints end-to-end, ensuring timely, transparent final responses that meet regulatory and jurisdictional requirements. Manage multiple complex cases while maintaining high-quality written communication tailored to different audiences. Partner with servicing teams and team leads to resolve issues efficiently, act as a bridge between customers and internal stakeholders, and use complaint insights to drive continuous improvement and operational excellence.

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FursaFursa
Wise
Wise
14 hours ago

Complaints Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Investigate customer complaints end-to-end, ensuring timely, transparent final responses that meet regulatory and jurisdictional requirements. Manage multiple complex cases while maintaining high-quality written communication tailored to different audiences. Partner with servicing teams and team leads to resolve issues efficiently, act as a bridge between customers and internal stakeholders, and use complaint insights to drive continuous improvement and operational excellence.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Investigate customer complaints thoroughly and provide timely final responses in compliance with regulatory and jurisdictional requirements.
  • •Handle multiple complex cases simultaneously while maintaining attention to detail and response quality.
  • •Draft well-structured written responses outlining the investigation process, findings, and resolution options, with a customer-focused but regulation-compliant tone.
  • •Collaborate with servicing teams and team leads to gather insights and resolve cases efficiently, acting as a bridge between customers and internal teams.
  • •Identify trends and provide actionable feedback from complaint outcomes to support continuous improvement of products and processes.

Pay and Benefits

Salary: INR 700,000 - 875,000 annually
Equity and Bonus:Equity

Key Requirements

  • •Excellent written and verbal English communication skills for professional complaint responses.
  • •Demonstrated expertise in investigations and complaint handling.
  • •Ability to work independently, prioritize workload, and make sound decisions in complex problem-solving scenarios.
  • •Proficiency with Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Microsoft Office (Word, Excel), and Confluence.
  • •Desirable: background in AML, fraud prevention, chargebacks, RFI, sanctions compliance, and/or quality assurance.
Skills:Proactive problem-solvingAccountabilityCustomer-centricityClear communicationAttention to detail
Languages:English
Tech Stack:Google WorkspaceEmailCalendarDriveDocsSheetsSlidesMicrosoft OfficeWordExcelConfluence

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
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Glassdoor: 3.8
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