Vulnerable Customer Consultant

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

Handle vulnerable-customer escalations with empathy and clarity, monitoring vulnerable profiles and raising emerging risks to the right stakeholders. Support identification of vulnerable customers across products and guide other teams on de-escalation. Review escalations, maintain reporting systems for trends and volumes, and deliver an excellent customer experience via email and phone while meeting SLAs and KPIs.

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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: 4 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Handle vulnerable-customer escalations with empathy and clarity, monitoring vulnerable profiles and raising emerging risks to the right stakeholders. Support identification of vulnerable customers across products and guide other teams on de-escalation. Review escalations, maintain reporting systems for trends and volumes, and deliver an excellent customer experience via email and phone while meeting SLAs and KPIs.
Location: São Paulo
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Respond to vulnerability escalations from other teams in a non-judgmental, empathetic manner and educate escalators.
  • •Monitor vulnerable customer profiles, escalate them appropriately, and identify/report new or emerging risks.
  • •Handle high-risk escalations autonomously and seek guidance for complex cases to resolve issues in a timely manner.
  • •Support customer support and operational teams with vulnerable customers, providing guidance to de-escalate contacts before they escalate.
  • •Maintain and update reporting systems (reasons, trends, and volumes), review escalations feedback, and meet internal SLAs/KPIs.

Pay and Benefits

Salary: BRL 7,800 - 9,350 monthly
Perks:RsusHealth InsuranceDentalLife InsuranceEap ProgramPaid LeaveSabbatical LeaveParental LeaveCommuter BenefitsMeal VouchersGym Membership

Key Requirements

  • •Ability to handle vulnerable-customer cases with composure, resilience, and appropriate boundaries.
  • •Experience working with people facing varying degrees of difficulties or personal hardship.
  • •Strong communication skills to represent and explain process details to different audiences.
  • •Proactive approach to identifying gaps in knowledge and seeking guidance to ensure correct handling and escalation.
  • •Only resumes provided in English will be considered.
Skills:EmpathyResilienceCommunicationDe-escalationCollaboration
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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Glassdoor: 3.8
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