Complaints Officer - Series 7 License Required job opportunity at Wise.

Key Responsibilities Investigate customer complaints related to US securities and investment products under FINRA/SEC jurisdiction. Reference relevant regulatory frameworks (e.g., Reg BI, FINRA Rules, SEC disclosures) to assess and resolve investment-related concerns. Review complaint case files and supporting documentation assigned by the Complaints Triage team. Apply complaint handling procedures consistently across jurisdictions, following established internal policies. Draft clear, well-documented, and regulatory-compliant final responses. Accurately interpret and apply relevant terms of use and customer agreements. Utilize internal tools (e.g., Zendesk, Ninjas, Watson, Twilio, Slack) to manage case workflows. Maintain accurate records, case notes, and audit trails in line with compliance requirements. Participate in mandatory and self-paced training to stay current with FINRA and Wise complaint handling expectations. Flag unusual cases, repeat complaint patterns, or high-risk issues through internal escalation processes as required. Provide guidance to the Customer Support team on complex cases. Offer proactive feedback and suggestions to improve processes and customer experiences.