Resolutions Dispute Officer
Resolutions Dispute Officer
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Job Description
Were looking for a dedicated and detail-oriented Resolutions Dispute Officer to join our APAC team in Singapore.
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.
- SCAM/Deactivations knowledge: Maintaining up-to-date knowledge on the various complaints Wise Receives in APAC and understanding 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 prompt assistance 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.
- Contributing to the team culture in a positive manner: 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 have had experience in customer support/facing roles for a minimum of 3 years.
You have great soft skills - youre a concise communicator via email and in person attentive listener team player and a problem solver. Youve got impeccable verbal and written 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 of your job
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 different nature and urgency.
You are comfortable with independent working and decision-making 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.
You have experience working in a tech-driven or fast-paced environment.
You have worked with CRM systems such as Zendesk or Salesforce.
You provide strong attention to detail and have the ability to drive data-driven insights to improve processes.
Youre customer-focused 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
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 :
Full-time
Employment Type
Full-time
