Vulnerable Customer Consultant

Wise
São Paulo
Workplace: HybridFull timeBRL 7,800 - 9,350 monthlyFunction: Customer Support (Service Desk)Skills: ["Empathy","Resilience","Communication","Teamwork","Risk identification"]

Help implement and enforce Wise’s vulnerability and accessibility strategy by responding to high-risk vulnerable-customer escalations with empathy and clear guidance. Monitor vulnerable customer profiles, identify emerging risks, and maintain reporting on vulnerability reasons, trends, and volumes. Support Customer Support and operational teams with de-escalation best practices, review escalated cases, and provide feedback to improve outcomes and customer experience.

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FursaFursa
Wise
Wise
1 day ago

Vulnerable Customer Consultant

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: first listed 1 week ago

Job Summary

Help implement and enforce Wise’s vulnerability and accessibility strategy by responding to high-risk vulnerable-customer escalations with empathy and clear guidance. Monitor vulnerable customer profiles, identify emerging risks, and maintain reporting on vulnerability reasons, trends, and volumes. Support Customer Support and operational teams with de-escalation best practices, review escalated cases, and provide feedback to improve outcomes and customer experience.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to vulnerability escalations and help educate escalating teams in a non-judgmental way.
  • •Monitor vulnerable customer profiles and escalate them appropriately to senior consultants.
  • •Identify and report new or emerging risks involving vulnerable customers to prevent further detriment.
  • •Support Customer Support and operational teams with guidance on de-escalating contacts before they escalate to the team.
  • •Review escalated cases and reports, maintain reporting systems on vulnerability reasons/trends/volumes, and provide feedback to improve outcomes.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Perks:EquityHealth InsuranceDentalLife InsuranceLearning BudgetPaid LeaveParental LeaveSabbaticalCommuter BenefitsMeal VouchersGym MembershipChildcare Assistance

Key Requirements

  • •Have knowledge and experience working with people facing varying degrees of difficulties or personal hardship, while maintaining composure, resilience, and boundaries.
  • •Respond to vulnerability escalations in an empathetic and kind manner, educating escalating teams in a non-judgmental way.
  • •Handle high-risk escalations autonomously and seek guidance when cases are complex to resolve issues in a timely manner.
  • •Recognize and address knowledge gaps by proactively engaging senior consultants or leads to ensure correct information for escalations.
  • •Nice to have: experience handling bereavements.
Skills:EmpathyResilienceCommunicationTeamworkRisk identification
Languages:English

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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