Vulnerable Customer Consultant

Wise
São Paulo
Workplace: HybridFull timeBRL 7,800 - 9,350 monthlyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Ownership","Collaboration","Data-driven","Customer-focused"]

Help implement and enforce Wise’s vulnerability and accessibility strategy as a specialized vulnerable customer consultant. You’ll work closely with Compliance, Vendor Management, Customer Support, Training, and KM/CI teams, reviewing escalated cases, identifying root causes, and feeding back improvements. Bring composure while supporting customers facing hardship, explain process details to different audiences, and contribute to initiatives to improve the customer and “Wiser” experience.

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FursaFursa
Wise
Wise
1 day ago

Vulnerable Customer Consultant

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 23 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Help implement and enforce Wise’s vulnerability and accessibility strategy as a specialized vulnerable customer consultant. You’ll work closely with Compliance, Vendor Management, Customer Support, Training, and KM/CI teams, reviewing escalated cases, identifying root causes, and feeding back improvements. Bring composure while supporting customers facing hardship, explain process details to different audiences, and contribute to initiatives to improve the customer and “Wiser” experience.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Implement and enforce Wise’s vulnerability and accessibility strategy across the team’s focus areas (Product Knowledge, Regulatory Knowledge, Vulnerability Knowledge, Accessibility).
  • •Report to the Vulnerable Customer Lead and promote an inclusivity-first mindset while collaborating with Compliance, Vendor Management, and Customer Support.
  • •Conduct thorough reviews of escalated cases, communicate root causes to relevant teams, and drive improvements for vulnerable customers.
  • •Assist in handling the majority of escalated contacts for the team and contribute to team initiatives when capacity allows.
  • •Represent and explain the details of processes to different audiences and maintain an impactful, cooperative team presence.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Equity and Bonus:Equity
Perks:Life InsuranceHealth InsuranceDentalLearning BudgetPaid LeaveParental LeaveRemote Work

Key Requirements

  • •Excellent written and verbal English skills.
  • •Experience working with people who have varying degrees of difficulties or personal hardship.
  • •Composure, resilience, and strong personal boundaries when supporting vulnerable customers.
  • •Ability to represent and explain process details clearly to different audiences.
  • •Ability to review escalated cases thoroughly and provide feedback when processes aren’t working for vulnerable customers.
Skills:Problem-solvingOwnershipCollaborationData-drivenCustomer-focused
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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