Complaints & Ombudsman Officer (Brasil)

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.

As a Complaints & Ombudsman Officer (Brasil), you'll 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 Wise's internal processes for the better.

Additionally, you will work cross-functionally to influence product and process enhancements, safeguarding Wise's 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.

• 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.

• Salary: 7300 BRL monthly 
• If you're 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.
• You're 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. 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.