Complaints & Ombudsman Officer - Exclusive for PwD

Wise
São Paulo
Workplace: HybridFull timeBRL 7,800 - 9,350 monthlyFunction: Data Science & Machine LearningSkills: ["Communication","Organization","Attention to detail","Independent working","Empathy"]

Investigate and resolve customer complaints in a fair and timely way while staying compliant with regulatory requirements across multiple jurisdictions. Review complaints using internal tools, perform root-cause analysis, and recommend improvements. Communicate with internal stakeholders and customers using approved channels, drafting clear, regulatory-compliant responses and maintaining accurate records and audit trails. Provide guidance to Customer Support on complex cases and participate in ongoing training.

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FursaFursa
Wise
Wise
1 day ago

Complaints & Ombudsman Officer - Exclusive for PwD

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Investigate and resolve customer complaints in a fair and timely way while staying compliant with regulatory requirements across multiple jurisdictions. Review complaints using internal tools, perform root-cause analysis, and recommend improvements. Communicate with internal stakeholders and customers using approved channels, drafting clear, regulatory-compliant responses and maintaining accurate records and audit trails. Provide guidance to Customer Support on complex cases and participate in ongoing training.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Investigate customer complaints and ensure timely, fair resolutions using internal tools.
  • •Conduct root-cause analysis to identify systemic issues and suggest improvements.
  • •Communicate with internal teams to gather needed information and support case resolutions.
  • •Draft clear, regulatory-compliant final responses and provide clear summaries, timelines, and outcomes to customers.
  • •Maintain systems updated with proper records and audit trails, and support complex cases with guidance to the Customer Support team.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Equity and Bonus:Equity
Perks:Health InsuranceDentalLife InsuranceLearning BudgetPaid LeaveParental LeaveSabbatical LeaveCommuter BenefitsMeal AllowanceGym MembershipChildcare

Key Requirements

  • •Excellent written and verbal communication in Portuguese and English.
  • •Experience with Customer Support.
  • •Proficiency with Google Workspace, Office Suite, and platforms like Confluence.
  • •Strong organizational skills and a sharp eye for detail.
  • •Ability to work independently, prioritize tasks, and make informed decisions.
Experience:FintechBanks
Skills:CommunicationOrganizationAttention to detailIndependent workingEmpathy
Certifications:Ombudsman certification
Languages:PortugueseEnglish
Tech Stack:NinjasWatsonZendeskTwilioSlackGoogle WorkspaceOffice SuiteConfluenceReclame AquiBacenProcon

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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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