Opportunity at
WiseComplaints Officer
Wise is hiring an on-site Complaints Officer in Hyderabad to investigate customer grievances and deliver prompt, final resolutions. This role is essential for ensuring fair consumer…
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About This Role
Wise is hiring an on-site Complaints Officer in Hyderabad to investigate customer grievances and deliver prompt, final resolutions. This role is essential for ensuring fair consumer outcomes while safeguarding the organisation against regulatory, financial, and reputational hazards. The selected candidate will handle multiple complex cases simultaneously, perform root cause analyses, and collaborate closely with internal departments such as legal, compliance, customer support, and product teams. Daily duties include reviewing customer…
Job Description
Wise is hiring an on-site Complaints Officer in Hyderabad to investigate customer grievances and deliver prompt, final resolutions. This role is essential for ensuring fair consumer outcomes while safeguarding the organisation against regulatory, financial, and reputational hazards. The selected candidate will handle multiple complex cases simultaneously, perform root cause analyses, and collaborate closely with internal departments such as legal, compliance, customer support, and product teams.
Daily duties include reviewing customer accounts using specialized platforms, gathering information from internal groups, referencing official terms of use, and drafting compliant final responses. The ideal applicant possesses knowledge of diverse regulatory frameworks and consumer protection laws while maintaining accurate system records and audit trails. Additionally, the role involves offering guidance to operational teams, identifying recurring service trends, and providing actionable feedback to help improve internal products and administrative processes.
Responsibilities
- Investigate customer grievances and review cases using internal tools and external resources
- Conduct root cause analysis to uncover systemic issues and recurring problems
- Communicate with support, product, and legal departments to facilitate timely resolutions
- Draft and issue regulatory-compliant final responses containing case summaries, timelines, and outcomes
- Maintain updated system notes, proper record keeping, and audit trails
- Complete mandatory training on time and utilize professional development budgets
- Guide the customer support team on difficult cases and recommend process improvements
Qualifications
- Understanding of regulatory obligations and knowledge of different jurisdictions
- Familiarity with financial services regulations, consumer protection laws, and data privacy rules such as GDPR
- Proficiency in utilizing software tools such as Zendesk, Slack, Twilio, Watson, and Ninjas
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work model for the Complaints Officer role?
The position is located in Hyderabad and operates on-site.
What employment type is this role?
The job posting indicates that this is a full-time position.
What is the salary for this position?
The job posting does not specify the salary.
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