Complaints Officer

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.

Qualifications

• Excellent written and verbal English skills

• Proficiency in Thai is essential for this role, as the successful candidate will be responsible for serving the Thailand market and communicating directly with Thai-speaking customers.

• Good depth of knowledge in AML, CTF guidelines, and procedures

• Background in AML, Fraud, Chargebacks, Partner RFI, and/or Sanctions or Quality Assurance

• Ability to work independently, prioritise tasks, and make decisions in problem-solving scenarios. Proficient with Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel), and Confluence

• Strong attention to detail and well-organised

• Effective communication skill and ability to express oneself clearly

• Reliable, adaptable, and committed to team goals