Complaints & Ombudsman Officer (Brasil)
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Job Location:
Monthly Salary:
Posted on:
6 days ago
Vacancies:
1 Vacancy
Job Summary
As a Complaints & Ombudsman Officer (Brasil) youll 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 Wises internal processes for the better.
Additionally you will work cross-functionally to influence product and process enhancements safeguarding Wises reputation and operational excellence and supporting local and global complaints.
Key Responsibilities:
- Thoroughly review and understand customer complaints using internal tools.
- Conduct root cause analysis to identify systemic issues and suggest improvements.
- Communicate clearly with internal teams to gather necessary information.
- Reference relevant terms of use and customer agreements to support case resolutions.
- Utilize tools like Ninjas Watson Zendesk Twilio and Slack effectively.
- Provide clear summaries timelines and outcomes in customer communications.
- Demonstrate a customer-first approach displaying empathy and aiming for solutions that enhance satisfaction.
- Craft well-drafted regulatory-compliant final responses.
- Keep systems updated with proper records and audit trails.
- Complete all administrative tasks efficiently and in line with regulatory standards.
- Engage in mandatory and self-directed training to stay up-to-date.
- Provide guidance to the Customer Support team on complex cases.
- Offer proactive feedback and suggestions to improve processes and customer experiences.
- Qualifications
- Excellent written and verbal communication in Portuguese/English.
- Experience with Reclame Aqui Bacen regulation Procon or Have worked in Ouvidoria in Brazil is a plus
- Knowledge in AML CTF guidelines and procedures. Experience in areas like AML Fraud Chargebacks Partner RFI Sanctions or Quality Assurance is preferred.
- Proficiency with Google Workspace Office Suite and platforms like Confluence.
- Strong organizational skills and a sharp eye for detail.
- Ability to work independently prioritize tasks and make informed decisions.
- Effective interpersonal skills and a clear communication style.
- Reliable adaptable and committed to achieving team goals.
- Working with short deadlines.
Qualifications :
- Must have FEBRABAN Ombudsman Certificate / Certificado de Ouvidoria Febraban
- Excellent written and verbal communication in Portuguese/English.
- Experience with Customer Support.
- Previously experienced with Fintech or banks.
- Experience with Reclame Aqui Bacen regulation Procon or have worked in Ouvidoria in Brazil is a plus.
- Ombudsman certification is a plus
- Knowledge in AML CTF guidelines and procedures. Experience in areas like AML Fraud Chargebacks Partner RFI Sanctions or Quality Assurance is preferred.
- Proficiency with Google Workspace Office Suite and platforms like Confluence.
- Strong organizational skills and a sharp eye for detail.
- Ability to work independently prioritize tasks and make informed decisions.
- Effective interpersonal skills and a clear communication style.
- Reliable adaptable and committed to achieving team goals.
Additional Information :
- Salary: 7300 BRL monthly
- If youre ready to take on a challenging and rewarding role apply now and become part of our team at Wise!
- This is a hybrid position located in Sao Paulo Brazil and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to relocation.
- Youre eligible to work in Brazil we cannot sponsor Visas for this role.
Interview Process
- Application (resume cover letter )
- Test Assignment
- 15 min Recruiter Screening
- 60 min Final Interview
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
Key Skills
- CCTV
- Federal Agencies
- Customer Service
- Clearance
- Facility
- Suspicious Activity
- Property Damage
- Public Safety
- Daily Operations
- Professional Development
- Access Control
- Communication
- General Public
- Procedures
- Powerpoint
About Company
Wise is a global technology company, building the best way to move money around the world. With the Wise account people and businesses can hold 40+ currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new cro ... View more
