Senior Complaints Officer Fintech Company

hace 3 semanas

Valencia, España weWow A tiempo completo

**weWow’s continued objective is to unite human talent with cutting-edge technology to deliver exceptional customer service**.**

**about the brand.**

A financial tech brand pioneering in online money transfers. The aim of this brand is to make international money transfers cheap, fair and simple. They have partnered with banks and companies such as Monzo, Bolt and GoCardless, to offer their customers better international banking. Today, their multi-currency account helps millions of people and companies manage their money worldwide.

**about the role.**

As a Complaints Officer, your crucial role is to right (potential) wrongs through fairness, accountability, and transparency. It is your responsibility to ensure that the customer complaints are handled with due diligence, and that the fairest outcome is presented to the customer.

With your deep understanding of the regulatory obligations and processes, your multi-tasking ability, and eye for detail, you are able to provide the customer with all the necessary information and potential solutions. You’ll be part of an operation that puts the customer first and drives change across the company to achieve better outcomes.

**how to wow.**
- Handle complaints directly from customers and send final responses on time according to our regulatory obligations;
- Work across multiple teams, such as AML and anti-fraud, to resolve customer issues and investigate their complaint/case;
- Ensure customers are treated fairly by reviewing each complaint impartially
- Provide constructive feedback to operational and/or product teams when customer complaints have been handled incorrectly
- Use internal tooling to log complaints and track progress on complaints
- Keep track of the deadlines for the complaint’s resolution, and providing the customer with a timely and informative response
- Manage your time efficiently to complete all assigned complaint cases throughout the week
- Follow and adhere internal SLAs and KPIs, both on the individual and team level
- Contribute to the team culture in a positive manner through your a-player mentality

**wow factor**
- +2 years of experience within Complaints
- You are a great communicator with impeccable verbal and written English skills (professional proficiency)
- You have strong communication skills, including the ability to adjust your approach depending on the needs of each individual case
- You are able to multitask, work on different cases at the same time, and take responsibility in challenging situations
- You have a keen eye for detail and the ability to spot the needle-in-the-haystack that others might miss
- You’re able to make decisions independently and confidently - and have the ability to stand firm in your decision, regardless of the audience
- You are used to working internationally, cross-team, and/or cross-geo
- You are punctual, well organized, and able to divide your time between specific activities in order to get things done
- You are autonomous, able to work independently, and take decisions in main problem solving cases
- You are reliable, adaptable and display commitment to the team’s goals
- You are customer-focused. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind

**wow experience.**
- The career adventure of your lifetime in sunny Valencia, Spain
- The chance to work within a scale-up environment and high performance culture
- Collaborate with the most well-known and fastest-growing brands in Europe
- Be part of an incredible, international community of like-minded and motivated professionals
- The opportunity to grow and develop yourself both personally and professionally
- Delicious and healthy breakfast and lunch being served
- A full benefit program which includes Spanish classes, boot camps, mindfulness, the coolest team building activities and more

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