Complaints Administrator

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 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. A Complaints Administrator will ensure that customers receive the smoothest journey when they currently have an issue with Wise. The role requires an understanding of our regulatory obligations when it comes to complaints handling in order to be able to assist the team and work efficiently while handling multiple communications at once.

Activities performed on the job

• Forming good working relationships with other areas of the business that escalate complaints.
• Working across multiple teams to resolve customer issues by logging them.
• Ensuring customers are treated fairly by reviewing all complaint points.
• Making necessary escalations to relevant internal teams at the point of complaint logging.
• Providing feedback to operational and/or product teams when things have gone wrong for customers or you notice trends.
• Supporting Customer Support and other operational teams with complaints/difficult cases by providing guidance and handling advice.
• Using internal tooling to log complaints.
• Being responsible for all slack channels from other areas asking for advice or help.
• Being responsible for logging all incoming complaints.
• Following and adhering to internal SLAs and KPIs (individually and on a team level).
• Contributing to team culture in a positive manner.

Qualifications

• You have advanced english proficiency— ability to participate and engage on meetings and training sessions
• You’re experienced — with at least 1 year in a Operations role.
• You’re knowledgeable — you understand procedures and processes, stay up-to-date, and understand Wise's products, tools, and policies.
• You proactively solve problems — identifying and addressing issues to implement improvements that benefit customers and the team.
• You’re customer-centric — always prioritising customer satisfaction and advocating for their needs within the organisation.
• You embrace adaptability — readily accepting change and quickly integrating new processes while maintaining quality.
• You’re a team player — sharing knowledge and resources to ensure team success and actively engaging in discussions.
• You’re a strong communicator — tailoring your communication to suit diverse audiences with clarity and respect.
• You make data-driven decisions — leveraging data to inform your actions and enhance your impact.
• You take ownership — fully committing to your tasks and consistently striving to meet or exceed KPIs.

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.