Vulnerable Customer Analyst

TampaTampaFloridaUnited StatesNorth America

We’re looking for a Vulnerable Customer Analyst to join our new Consumer Vulnerability and Accessibility Teamin eitherTampa or Tallinn. This role is a unique opportunity to have an impact on Wise’s mission, grow as an advocate, and help save millions more people money.

Your mission:

Wise has already pioneered new ways for people to transfer money across borders and currencies. Our customers can also manage their hard-earned money with the world’s first platform to offer true multi-currency banking. Your mission is to help implement and enforce Wise’s vulnerability and accessibility strategy through specialising in our team’s focus areas (Product Knowledge, Regulatory Knowledge, Vulnerability Knowledge, and Accessibility).

Here’s how you’ll be contributing to Vulnerability and Accessibility Team

  • Responding to high-risk escalations from escalating teams - making sure our customers get the help they need no matter who provides it;
  • Reviewing reports sent up from escalating teams - providing feedback to make sure the product is working the best it can;
  • Maintaining and updating our reporting database - helping to identify reasons, trends, and volumes of vulnerabilities customers experience;
  • Monitoring vulnerable customer profiles - escalating them as appropriate to senior analysts;
  • Supporting our Customer Support teams and other operational teams with vulnerable customers - providing them with your wisdom and guidance on how to de-escalate contacts;
  • Working with our customers -  providing an excellent experience via both email and phone channels (to start);
  • Being an active and positive participant in the team’s culture;
  • Taking case ownership - detecting problems or problematic areas within the global product and processes and handling them from end to end (by involving the support of a TL or senior analyst); 
  • Helping to implement and maintain the framework for the team - because it’s what the customers need;
  • Responding to different parties' information requests in a timely and clear manner - information should move as quickly as money should; 
  • Following and adhering to internal and external SLAs and KPIs - so we can stay on track and get best outcomes for our customers.
  • Helping to provide training as needed.

This role will give you the opportunity to:

  • Be part of our mission to make money without borders the new normal
  • Choose your path to impact - we believe people are most empowered when they can act autonomously. So rather than telling you what to do, you’ll work with your team to create a vision of your own. Of course, you can always gather feedback from smart, curious people across Wise but you’ll have the freedom to make your own calls
  • Be a megaphone - This role gives you an opportunity to amplify the voices of our marginalised and under-respresented communities to make sure we can make Wise work for everyone
  • Inspire meaningful changes- You’ll be getting a lot of different experiences from handling different types of cases. You’ll have the ability to use these experiences to help recommend product improvements and process changes to help customers and your fellow wisers
  • Make new connections- You’ll be working with a variety of different teams and tribes to try and secure best outcomes 
  • Be an educator and creator- You’ll help to support the team and the senior analysts in preparing and presenting trainings and informational materials for customers and Wisers

About you: 

  • You are passionate about the product and user experience - customers are at the heart of what you do and that empathy drives your decisions
  • You should have in-depth knowledge of Wise products and services
  • You must have been in Wise as least one year
  • You have excellent written and verbal English skills
  • You should have an established self-care routine
  • You’re cool under pressure taking charge in challenging situations and keeping your composure if things get tense – a fast-paced, ever-changing environment is where you thrive
  • You have experience working with marginalised/vulnerable populations (this is essential)
  • You must have a QA pass rate and quality score matching the specialist level for your current role for the past two months - you have great attention to detail
  • You’re a considerate communicator, adjusting the style of your speech based on the audience
  • You’re a team-player and understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you
  • You’re self-aware - able to manage your time and energy while understanding your limits and when you need help on a case or self-care for you
  • You’re data informed - You understand the difference between correlation and causation, performing advanced data analysis with knowledge of BI tooling like Looker (involving support if needed); 
  • You’re flexible with your working hours, potentially working early mornings (6A earliest) or late evenings (8p latest) to help serve our customers
  • We’re a new team working on a lot of different things, so you should be ok with figuring some things out on the go (you’ll have support)

Some extra skills that would be great:

  • Any other languages you may speak are a plus but not required

Key benefits:

  • Flexible working - whether it’s working from home, school plays or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
  • Stock options in a profitable company
  • Generous parental leave
  • Loads of development opportunities 
  • A fun work environment with social activities and events
  • The opportunity to work with super smart, curious people

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

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