Vulnerable Customer Consultant

About the role

In this position, you will be instrumental in advancing Wise's strategy focused on accessibility and support for vulnerable customers. Your responsibilities will encompass managing intricate escalations, collaborating with internal teams, and ensuring that customers experiencing personal challenges receive the assistance they need. This role is pivotal in fostering an inclusive environment for all customers, particularly those facing hardships.

Key facts

What you'll do

• Take charge of high-risk escalations independently, ensuring that you maintain professional boundaries while demonstrating resilience.
• Offer constructive feedback and guidance to Customer Support and operational teams to enhance the identification of vulnerable customers.
• Keep a close eye on customer profiles, proactively reporting any emerging risks to avert potential detriment to customers.
• Ensure the maintenance of precise reporting systems to monitor trends, volumes, and root causes related to customer vulnerability.
• Collaborate with the team lead to implement effective frameworks and respond to various internal information requests.
• Engage directly with customers through phone and email communication, providing them with the necessary support.
• Organize and prioritize your daily tasks in alignment with Service Level Agreement (SLA) requirements and performance metrics.
• Participate in training and development initiatives to enhance your skills and knowledge in vulnerability management.
• Contribute to the continuous improvement of processes and systems that support vulnerable customers.
• Liaise with external organizations and stakeholders when necessary to ensure comprehensive support for customers in need.
• Document all interactions and interventions accurately to maintain a clear record of customer support activities.
• Stay updated on industry best practices and regulatory changes that may impact the support provided to vulnerable customers.

Requirements

• Demonstrated ability to navigate sensitive situations with empathy while remaining composed under pressure.
• Previous experience working with individuals who are experiencing various levels of personal hardship.
• Excellent communication skills, enabling you to convey complex processes to a wide range of audiences effectively.
• Proficiency in English is essential; resumes must be submitted in English to be considered for this role.
• Strong analytical skills to identify knowledge gaps and proactively seek assistance from senior staff when needed.
• Proven ability to work collaboratively within a team environment while also being able to operate independently.

Nice to have

• Previous experience in handling bereavement cases, which can enhance your understanding of customer needs in sensitive situations.
• Familiarity with regulatory compliance frameworks related to vulnerability and customer support.
• Knowledge of case management systems and escalation procedures.

Skills & tools

• In-depth understanding of Wise's global product offerings and services.
• Familiarity with regulatory compliance and vulnerability frameworks that guide customer interactions.
• Proficient in case management and escalation handling processes.
• Experience in data reporting and trend analysis to inform decision-making and strategy.

Practical notes

• Wise offers a range of benefits, including Restricted Stock Units (RSUs), flexible working arrangements, and an annual budget dedicated to self-development.
• Health and dental insurance coverage is provided for you and your dependents, along with life insurance and access to an Employee Assistance Program (EAP).
• Enjoy 30 days of vacation, 3 additional personal days, 1 day dedicated to volunteering, and a 6-week sabbatical after completing four years of service.
• Benefit from 8 weeks of paid parental leave after one year of employment, in addition to childcare assistance.
• Financial perks include transportation vouchers, a monthly food voucher of 730 BRL, and a monthly meal voucher of 1,188 BRL.
• Wellness initiatives include access to TotalPass, which allows you to utilize over 3,500 gyms and studios across Brazil.

This role at Wise provides a unique opportunity to make a meaningful impact on the lives of vulnerable customers while working in a supportive and dynamic environment. If you are passionate about helping others and possess the necessary skills and experience, we encourage you to apply.