Vulnerable Customer Consultant

What you will do: Vulnerability Management and Escalations Responds to escalations involving vulnerability from escalating teams in an empathetic and kind manner, helping to educate the escalator in a non-judgmental manner. Monitors vulnerable customer profiles and escalates them as appropriate to senior consultant/s. Identifies and reports new or emerging risks involving Vulnerable Customers; raises these risks in a timely manner to avoid further detriment. Handles high-risk escalations autonomously and seeks guidance from the lead or senior consultant when complex cases arise to ensure customer issues are resolved in a timely manner. Identification and Support  Increases the identification and recognition of vulnerable customers across all products through championing vulnerability in all communications. Supports our Customer Support teams and other operational teams with vulnerable customers - providing them with wisdom and guidance on how to de-escalate contacts before they escalate to us. Provides constructive feedback to help drive positive outcomes for customers. Reporting and System Maintenance Reviews reports sent up from escalating teams, providing feedback when applicable. Accurately maintains and updates our system of reporting that identifies reasons, trends, and volumes of vulnerabilities customers experience. Customer Support and Experience Works with our customers to provide an excellent experience via both email and phone channels (to start). Recognises own gaps in knowledge and proactively engages senior consultant/s or leads to help remedy them to ensure proper servicing of vulnerable customers and correct information for escalating teams. Team Collaboration and Culture Contributes to the team culture in a positive manner by bringing up new topics and insights from case work. Supports team lead in team changes by pointing out suggestions and improvements that could benefit the team and Vulnerable Customers. Assists Team Lead with implementing and maintaining the framework for the team. Assists Team Lead in responding to different parties' information requests in a timely and clear manner. Compliance and Performance Follows and adheres to internal and external SLAs and KPIs, ensuring both individual compliance and team-wide alignment. Autonomously prioritises work based on SLA age. Demonstrates sufficient resilience to deal with the stresses of the role and the nature of the subject matter, while recognising the importance of referring the case to another team member if it potentially compromises their own resilience levels and/or the quality of the case review. The team will be split in: 6 working with Regular Extra Care and 4 in Bereavements. - Nice to Have: Bereavements handling experience. Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . *Please note, only resumes provided in English will be considered* Our Benefits: 🚀 RSU’s in a rapidly growing company 💻 Flexible working model  💪 An annual self-development budget 🩺 Health and dental allowance for you and your dependents 💝 Company-paid: Life Insurance, and an EAP program ☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years 👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance 🚌 Transportation vouchers 🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers 🏋️  TotalPass access to 3,500 gyms and studios throughout Brazil For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive. We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers. If you want to find out more about what it's like to work at Wise visit  Wise.Jobs . Keep up to date with life at Wise by following us on  LinkedIn  and  Instagram .