Complaints Officer

Position:
Complaints Officer - Fraud and Scams

Company:
Wise

Compensation:
7800 - 9350 BRL Monthly

Location:
Brazil, São Paulo

Employment type:
Not specified

Work Arrangement:
Not specified

Short Summary:
We’re looking for a dedicated and detail-oriented Complaints Officer to join our Fraud and Scams Complaints team in São Paulo. You’ll investigate FinCrime related customer complaints, ensuring timely and fair resolutions.

Responsibilities:
- Investigating complaints: providing fair and transparent outcomes.
- Working across multiple teams: communicating with relevant product/operational teams to ensure a comprehensive understanding of cases.
- Consistently hitting SLAs: consistently handling cases within the deadlines.
- Positively contributing to the team culture by assisting other Complaints Officers, sharing decisions, and providing feedback when necessary.

Requirement:
- Great soft skills: concise communicator, attentive listener, and team player.
- Very good verbal and written English skills.
- Analytical and detail-oriented: able to notice patterns, trends, and draw meaningful conclusions.
- Great time management skills and effectively able to organize work.
- Comfortable with autonomous working and decision-making.
- Customer-focused: always have the customer’s best interest in mind.

Benefits:
- RSU’s in a rapidly growing company.
- An annual self-development budget.
- Health and dental allowance for you and your dependents - CarePlus (Master1).
- Company-paid: Life Insurance, and an EAP program.
- Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually.
- A paid 6-week sabbatical leave after four years.
- 8-weeks of paid parental leave, after a year with us and child care assistance.
- Transportation vouchers.
- Meal (708 BRL per month) and food (1,166 BRL per month) vouchers.
- TotalPass access to 3,500 gyms and studios throughout Brazil.