Complaints Officer - Fraud and Scams

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 . We’re looking for a dedicated and detail-oriented Complaints Officer to join our Fraud and Scams Complaints team in São Paulo. You’ll investigate FinCrime related customer complaints, ensure timely and fair resolutions. This is your chance to make an impact on customer satisfaction and help shape Wise's internal processes for the better. 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. Your responsibilities Investigating complaints: providing fair and transparent outcomes. Working across multiple teams: communicating with relevant product/operational teams to ensure a comprehensive understanding of cases. Consistently hitting SLAs: consistently handling cases within the deadlines. Positively contributing to the team culture by assisting other Complaints Officers, sharing decisions, and providing feedback when necessary. A bit about you You have got great soft skills- you’re a concise communicator, attentive listener and a team player. You’ve got very good verbal and written English skills. You are analytical and detail oriented- you’ll 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 great time management skills and are effectively able to organise your work. You’re comfortable with autonomous working and decision-making. You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind. 🚀 RSU’s in a rapidly growing company 💪 An annual self-development budget 🩺 Health and dental allowance for you and your dependents - CarePlus (Master1) 💝 Company-paid: Life Insurance, and an EAP program ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance 🚌 Transportation vouchers 🍕 Meal (708 BRL per month) and food (1,166 BRL per month) vouchers 🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil 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 .