Resolutions Dispute Officer
Resolutions Dispute Officer
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Job Description
Were looking for a dedicated and detailoriented Complaints Officer to join our APAC Complaints team in Tokyo Japan.
Youll investigate a range of complaints from customers carry out deep analytical work ensure timely and fair resolutions and maintain a strong understanding of our regulatory obligations across different jurisdictions in APAC. This is a critical role within Wise not only to ensure customer satisfaction but to help shape Wises internal processes for the benefit of the customer and fulfill/surpass regulatory requirements.
Your Responsibilities:
- Case Management: Investigating cases thoroughly providing detailed information when requested and conducting audits/investigation on the internal handling of the customer complaint journey. This is to ensure a fair outcome in upholding or refuting the customer complaint.
- Arbitration Management: Handling discussions with an arbitration representative and customers possibly with legal representation to agree an outcome based on the presented facts.
- Complaints knowledge: Maintaining uptodate knowledge on the various complaints Wise Receives in Japan and the wider APAC region with an understanding on how they are handled across the business.
- Working across multiple teams: Communicating and networking with relevant product/operational teams to ensure a comprehensive understanding of cases and promptly assisting when needed.
- Consistently hitting SLAs: Consistently handling cases within Wises and the regulatory SLAs as well ensuring we do not breach cases based on the regulatory deadlines set.
- Follow and adhere internal and external SLAs and KPIs individually and within the team level.
- Help Wise accomplish its objectives by bringing a systematic disciplined approach to evaluation and improvements of the quality of Customer Support teams vendors and product.
- Continuous knowledge development regarding the sectors rules regulations best practices and tools.
- Assist Team Lead in responding to different parties information requests in a timely and clear manner.
- Effectively managing a Complaints queries workload maintaining speed quality and consistency of reporting management;
- RCA: Contribute to the RCA process within your domain.
- Positively contributing to the team culture by enriching the team experience assisting other Complaints officers and teams sharing decisions and providing feedback when necessary.
Qualifications :
About You:
- You are able to communicate fluently in Japanese and English languages
- You have strong business etiquette and experience working with external organisations face to face. Examples will be required.
- You have excellent soft skills you are a concise communicator via email and in person an attentive listener team player and a problem solver. You have impeccable verbal and written Japanese & English skills.
- You are analytical and detail oriented youll notice patterns trends and can draw meaningful conclusions from them. You use this to solve problems make decisions and provide recommendations to your leads colleagues and other stakeholders in your role.
- You have some knowledge of regulatory frameworks and youre willing to learn.
- You have great time management skills and are effectively able to organise your work between tasks of a different nature and urgency.
- You are comfortable with independent working and decisionmaking once you are onboarded and established within the team.
- You are aware of and put into practice data security procedures with an understanding of the importance of protecting customer data.
- Youre customerfocused and you love helping people you derive extreme satisfaction from positive outcomes. Our customers come first and we make no compromises on that so you always have the customers best interest in mind. Customers > Team > Ego.
Eligibility Requirements:
- You have in total at least 3 years of customer support/facing experience at a combination of companies and roles.
- You have at least 3 years of stakeholder relationship and management experience in a business context.
- Having a background in the finance or fintech industry is an advantage.
- Excellent written and verbal communication in Japanese and English
- Must be legally allowed to work in Japan.
Additional Information :
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
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.
If you want to find out more about what its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
