Complaints Officer

• The main role of a Complaints Officer is investigating complaints and providing customers with a final response in a timely manner
• A Stage 1 Complaints Officer will ensure that customers receive the fairest possible outcomes to their complaints in the necessary timeframe
• The role requires an understanding of our regulatory obligations, knowledge of different jurisdictions, and working efficiently while handling multiple complaints at once
• While working with these complex complaints the Officer will work closely with stakeholders, all servicing teams and their team leads
• The Complaints Officer has a great overview of the customer experience and is able to provide valuable feedback to our internal teams
• This is a crucial part of the daily duties that helps Wise improve our product and our internal processes
• The Complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk
• We right wrongs through fairness, accountability and transparency

Investigate complaints:

• Review the customer complaint and understand where the issue lies using our internal tools as well as external resources.
• Focus on root cause analysis. This involves digging deeper into the underlying reasons behind customer complaints to identify systemic issues or recurring problems that need to be addressed at the organisational level.
• Reach out to relevant teams for further information where needed. Making sure your communication is clear and concise with internal stakeholders such as customer support teams, product teams, and legal/compliance departments, to ensure timely resolution of complaints and implementation of corrective actions.
• Reference the relevant terms of use and customer agreement and resolve the complaint case with a final response.
• Find out if we made a mistake in handling a customers case.
• Use Ninjas, Watson, Zendesk, Twilio, Slack etc effectively and to help support the solution of your cases.

Write Final responses to complaints:

• Possessing knowledge of relevant regulations, such as consumer protection laws, data privacy regulations (including GDPR), and financial services.
• Drafting final responses with a focus on regulatory compliance.
• Referencing the relevant Terms of Use document and attaching it to the final response, which includes a complaint summary, timeline of events, investigation, complaint outcome, and availability of arbitration bodies.
• Adopting a customer-focused approach when handling complaints, showing empathy, listening to customer concerns, and aiming to provide solutions that enhance customer satisfaction.

Administrative duties:

• Timely completion of all administrative tasks in accordance with regulatory requirements.
• Maintaining updated systems and notes, ensuring proper record keeping and audit trails.

Trainings and personal development:

• Completing all mandatory training/s on time.
• Prioritising professional development and utilising the available budget for training and development purposes.

Provide support to the Customer Support Team and other operational teams with complaints/difficult cases by providing guidance:

• Respond to messages and inquiries in a timely manner and provide detailed information for other teams.
• Use the correct internal processes to raise issues and process improvements.
• Offer solutions when raising an issue to help progress the solution
• Provide feedback to operational and/or product teams when things have gone wrong for customers or you notice trends.

About You:

• Youre experienced with at least 1-2 years of experience in handling L1,L2 complaints, (specially from fintech/BPO background)
• Youre knowledgeable you understand procedures and processes, stay up-to-date, and understand Wise's products, tools, and policies.
• You proactively solve problems identifying and addressing issues to implement improvements that benefit customers and the team.
• Youre customer-centric always prioritising customer satisfaction and advocating for their needs within the organisation.
• You embrace adaptability readily accepting change and quickly integrating new processes while maintaining quality.
• Youre a team player sharing knowledge and resources to ensure team success and actively engaging in discussions.
• Youre a strong communicator tailoring your communication to suit diverse audiences with clarity and respect.
• You make data-driven decisions leveraging data to inform your actions and enhance your impact.
• You take ownership fully committing to your tasks and consistently striving to meet or exceed KPIs.