Complaints Officer - Fraud and Scams

About the role

Wise is seeking a detail-oriented professional to join the Fraud and Scams Complaints unit in São Paulo. You will manage financial crime complaints to ensure fair outcomes while balancing regulatory requirements and company interests.

Key facts

What you'll do

• Conduct thorough investigations into customer complaints related to financial crime to reach transparent resolutions.
• Coordinate with product and operational departments to gather necessary context for case reviews.
• Manage your caseload to ensure all internal service level agreements and deadlines are met.
• Support team development by sharing case decisions, providing peer feedback, and contributing to a collaborative environment.

Requirements

• Proficiency in verbal and written English.
• Strong analytical abilities to identify patterns and trends for problem-solving.
• Ability to work independently and make sound decisions without constant supervision.
• Excellent time management and organizational skills.
• A customer-first mindset focused on fairness and accountability.

Skills & tools

• Conflict resolution and investigation techniques.
• Professional communication and active listening.
• Data analysis and pattern recognition.

Practical notes

• Compensation includes RSUs in a growing company and an annual self-development budget.
• Health and dental coverage provided through CarePlus (Master1) for you and dependents.
• Benefits include life insurance, an EAP program, and transportation vouchers.
• Monthly allowances include 708 BRL for meals and 1,166 BRL for food.
• Paid time off includes 30 days of vacation, 3 personal days, and 1 volunteer day annually.
• Additional perks include a 6-week paid sabbatical after four years, 8 weeks of paid parental leave after one year of service, child care assistance, and TotalPass gym access.