Complaints Officer Stage 1 Fintech Company

hace 3 semanas

Valencia, España weWow A tiempo completo

**weWow’s continued objective is to deliver the most impactful Customer Experience through our highly educated and energetic talents with the goal to increase customer happiness. Your purpose is plain and simple: wow your customers. You are a star in troubleshooting and work with a solution-oriented mindset. With your outstanding communication skills and enthusiasm, you are the person to inspire customers. You act as a true team player and work towards that one goal: to provide excellent customer experiences to our customers and give them the wow feeling**

**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.**

The job of the Complaints Officer is to right wrongs through fairness, accountability and transparency. A stage 1 Complaints Officer will ensure that customers receive the fairest possible outcomes to their complaints and will put things right if necessary. The role requires understanding of their regulatory obligations when it comes to complaints handling and working efficiently while handling multiple complaints at once. 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 to resolve customer issues
- Ensure customers are treated fairly by reviewing each complaint impartially
- Provide feedback to operational and/or product teams when things have gone wrong for customers or you notice trends
- Use internal tooling to log complaints and track progress on complaints
- assigned to you
- Follow and adhere internal SLAs and KPIs, individually and within the team level
- Contribute to the team culture in a positive manner

**wow factor.**
- Minimum of 1-2 years of experience in Compliance / Support / Quality
- You are a great communicator with impeccable verbal and written English skills
- Another language is also an advantage with a strong preference for Hebrew speakers
- 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 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 have the boldness to call out the right from the wrong, regardless of the audience

**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 through the weWowcademy
- Relocation and administrational support when moving to Spain
- 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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