Complaints Officer at Wise

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Understanding of regulatory obligations and knowledge of different jurisdictions
Ability to work efficiently while handling multiple complex complaints at once
Proficiency in using internal tools such as Ninjas, Watson, Zendesk, Twilio, Slack
Knowledge of relevant regulations, including consumer protection laws, data privacy regulations (e.g., GDPR), and financial services
Strong communication skills for clear and concise interactions with internal stakeholders (e.g., customer support, product, legal/compliance teams)
Customer-focused approach with empathy, active listening, and solution-oriented mindset
Ability to complete mandatory trainings on time and prioritize professional development

Responsibilities

Investigate complaints by reviewing details, performing root cause analysis, reaching out to relevant teams, referencing terms of use/customer agreements, and determining if errors occurred
Write final responses to complaints, including complaint summary, timeline, investigation findings, outcome, regulatory compliance references (e.g., Terms of Use), and arbitration options
Maintain administrative duties, including timely completion of tasks, updated systems, notes, record keeping, and audit trails per regulatory requirements
Provide support and guidance to Customer Support and other operational teams on complaints/difficult cases, responding timely with detailed information and solutions
Use correct internal processes to raise issues and process improvements, offering feedback to operational teams to enhance product and internal processes
Ensure fair treatment of customers, protect company from regulatory, financial, and reputational risks through accountability and transparency

Skills

Key technologies and capabilities for this role

Complaints InvestigationRoot Cause AnalysisRegulatory ComplianceCustomer ServiceStakeholder CollaborationJurisdictions KnowledgeInternal ToolsRisk Management

Questions & Answers

Common questions about this position

Is this Complaints Officer role remote or on-site?

This is an on-site position.

What skills are required for the Complaints Officer role?

Key skills include investigating complaints with root cause analysis, knowledge of regulatory obligations and jurisdictions like GDPR, effective communication with stakeholders, and proficiency with tools such as Ninjas, Watson, Zendesk, Twilio, and Slack.

What is the employment type for this position?

This is a full-time role.

What is the purpose of the Complaints team at Wise?

The Complaints team ensures customers are treated fairly, protects the company from regulatory, financial, and reputational risks, and promotes fairness, accountability, and transparency while improving products and processes through customer feedback.

What makes a strong candidate for the Complaints Officer position?

Strong candidates demonstrate the ability to investigate complaints thoroughly using internal tools and root cause analysis, draft compliant final responses referencing regulations and terms of use, and collaborate effectively with cross-functional teams.

Wise

Facilitates low-cost international money transfers

About Wise

Wise focuses on international money transfers, providing a low-cost alternative to traditional banks. It uses a peer-to-peer system to match transfers between users in different countries, which helps reduce fees and offers better exchange rates. Customers pay a small, transparent fee for each transaction, and Wise also offers a multi-currency account for managing funds in various currencies. The company aims to maintain high performance and reliability while ensuring transparency and trust with its users.

London, United KingdomHeadquarters

2011Year Founded

$385.5MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

PTO & annual leave

Work from home flexibility

Parental leave

Medical insurance plans

Health & wellbeing discounts

Pension & retirement plans

Social events

Relocation support

Risks

Increased competition from banks integrating Swift services could challenge Wise's market share.

Regulatory scrutiny following Stenn's collapse may increase pressure on Wise.

Bitcoin's low transaction fees could attract customers away from Wise's services.

Differentiation

Wise offers a peer-to-peer system for low-cost international money transfers.

The company provides a multi-currency account for ex-pats, freelancers, and travelers.

Wise's transparent fee structure attracts customers seeking cost-effective money transfer solutions.

Upsides

Partnership with Morgan Stanley enhances Wise's cross-border settlement capabilities.

Expansion into India's remittance market presents significant growth opportunities for Wise.

API integrations offer additional revenue streams and market penetration for Wise.

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