Complaints Administrator Fintech Company

hace 6 meses

Valencia, España weWow A tiempo completo

**weWow’s continued objective is to deliver the most impactful Customer Experience and Quality through our smart and energetic talents with the goal to increase customer retention.**

**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 complaints team exists to ensure we treat customers fairly and protect the company from regulatory, financial and reputational risk. We right wrongs through fairness, accountability and transparency.

A Complaints Administrator will ensure that customers receive the smoothest journey when they currently have an issue with Wise. The role requires understanding of our regulatory obligations when it comes to complaints handling in order to be able to assist the team in and work efficiently while handling multiple communications at once.

**how to wow.**
- Work closely with customer complaints by reading and understanding customer concerns and logging them in our internal system
- Acknowledge customer complaints
- Work across multiple teams to resolve customer issues
- Ensure customers are treated fairly by reviewing all complaint points and thoroughly logging them
- Monitor operational team Slack channels for complaint escalation and use these channels to report issues that are found in complaint submissions
- Follow and adhere internal SLAs and KPIs, individually and within the team
- Contribute to the team culture in a positive manner

**wow factor.**
- You have minimum 1 year experience in Customer Support / Compliance
- You are a great communicator with impeccable verbal and written English skills - another language is an advantage
- 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.
- 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 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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