Complaints & Ombudsman Officer (Brasil) at Wise

Brazil

<h3>Company Description</h3><p>Wise is a global technology company, building the best way to move and manage the world’s money.<br/> <strong>Min fees. Max ease. Full speed.</strong></p><p>Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.</p><p>As part of our team, you will be helping us create an entirely new network for the world's money.<br/> <strong>For everyone, everywhere.</strong></p><p>More about <strong><a href="https://wise.jobs/our-mission">our mission</a></strong> and <strong><a href="https://wise.jobs/what-we-offer">what we offer</a></strong>.</p><h3>Job Description</h3><p>As a <strong>Complaints &amp; Ombudsman Officer (Brasil)</strong>, you’ll investigate customer complaints, ensure timely and fair resolutions, and maintain a strong understanding of our regulatory obligations across multiple jurisdictions. This is your chance to make a tangible impact on customer satisfaction and help shape Wise's internal processes for the better.</p><p>Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise’s reputation and operational excellence and supporting local and global complaints.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Thoroughly review and understand customer complaints using internal tools.</li><li>Conduct root cause analysis to identify systemic issues and suggest improvements.</li><li>Communicate clearly with internal teams to gather necessary information.</li><li>Reference relevant terms of use and customer agreements to support case resolutions.</li><li>Utilize tools like Ninjas, Watson, Zendesk, Twilio, and Slack effectively.</li><li>Provide clear summaries, timelines, and outcomes in customer communications.</li><li>Demonstrate a customer-first approach, displaying empathy and aiming for solutions that enhance satisfaction.</li><li>Craft well-drafted, regulatory-compliant final responses.</li><li>Keep systems updated with proper records and audit trails.</li><li>Complete all administrative tasks efficiently and in line with regulatory standards.</li><li>Engage in mandatory and self-directed training to stay up-to-date.</li><li>Provide guidance to the Customer Support team on complex cases.</li><li>Offer proactive feedback and suggestions to improve processes and customer experiences.</li><li>Qualifications</li><li>Excellent written and verbal communication in Portuguese/English.</li><li>Experience with Reclame Aqui, Bacen regulation, Procon or Have worked in Ouvidoria in Brazil is a plus</li><li>Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.</li><li>Proficiency with Google Workspace, Office Suite, and platforms like Confluence.</li><li>Strong organizational skills and a sharp eye for detail.</li><li>Ability to work independently, prioritize tasks, and make informed decisions.</li><li>Effective interpersonal skills and a clear communication style.</li><li>Reliable, adaptable, and committed to achieving team goals.</li><li>Working with short deadlines.</li></ul><h3>Qualifications</h3><ul><li><strong>Must have FEBRABAN Ombudsman Certificate / Certificado de Ouvidoria Febraban</strong></li><li>Excellent written and verbal communication in Portuguese/English.</li><li>Experience with Customer Support.</li><li>Previously experienced with Fintech or banks.</li><li>Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil is a plus.</li><li>Ombudsman certification is a plus</li><li>Knowledge in AML, CTF guidelines, and procedures. Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance is preferred.</li><li>Proficiency with Google Workspace, Office Suite, and platforms like Confluence.</li><li>Strong organizational skills and a sharp eye for detail.</li><li>Ability to work independently, prioritize tasks, and make informed decisions.</li><li>Effective interpersonal skills and a clear communication style.</li><li>Reliable, adaptable, and committed to achieving team goals.</li></ul><h3>Additional Information</h3><ul><li><strong>Salary</strong>: 7300 BRL monthly </li><li>If you’re ready to take on a challenging and rewarding role, apply now and become part of our team at Wise!</li><li><strong>This is a hybrid position located in Sao Paulo, Brazi</strong>l, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation.</li><li>You’re eligible to work in Brazil,<strong> we cannot sponsor Visas for this role.</strong></li></ul><p><strong>Interview Process</strong></p><ul><li>Application (resume + cover letter )</li><li>Test Assignment </li><li>15 min Recruiter Screening</li><li>60 min Final Interview</li></ul><p>For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.</p><p>We're proud to have a truly international team, and we celebrate our differences.<br/> Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.</p><p>If you want to find out more about what it's like to work at Wise visit <a href="https://www.wise.jobs/">Wise.Jobs</a>.</p><p>Keep up to date with life at Wise by following us on <a href="https://www.linkedin.com/company/1769571/">LinkedIn</a> and <a href="https://www.instagram.com/wisecareers/">Instagram</a>.</p>