Complaints Officer at Wise

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

22 Jun, 26

Salary

4850.0

Posted On

24 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Investigation, Root Cause Analysis, Stakeholder Communication, Regulatory Compliance, Customer Experience Feedback, Terms Of Use Referencing, Zendesk, Twilio, Slack, GDPR Knowledge, Empathy, Record Keeping, Process Improvement, Training, Case Resolution

Industry

Financial Services

Description

Company Description Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. 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. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer. Job Description The main role of a Complaints Officer is investigating customer complaints and providing the 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 understanding of our regulatory obligations and different jurisdictions when it comes to complaints handling, 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. Activities performed on the job 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 customer`s case. Use Ninjas, Watson, Zendesk, Twilio, Slack.. - effectively and to help proceed with the solution for 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 on time Prioritizing professional development and utilizing the available budget for training and development purposes. Support 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 provides 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. Additional Information 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. We're 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 it's like to work at Wise visit Wise.Jobs. Keep up to date with life at Wise by following us on LinkedIn and Instagram. Compensation: SGD 4850 - SGD 4850 - monthly

Responsibilities

The main role involves investigating customer complaints, ensuring fair outcomes within timeframes, and providing final responses by referencing relevant terms of use and agreements. The officer must also conduct root cause analysis and collaborate closely with internal teams to provide valuable feedback for product and process improvement.