Mariana

WISE CUSTOMER SERVICE - ACCOUNT MANAGEMENT SPECIALIST

Provided professional and empathetic support to users across multiple communication platforms, including email, phone calls and live chats., Responsible for responding to inquiries, resolving issues efficiently, with empathy, care, excellence and ensuring a smooth and respectful experience for every customer related to their account with Wise., Collaborated with internal teams to track common issues, maintain accurate records, and contribute to the ongoing improvement of customer service processes., Managed customer accounts, including data updates, identity verification, and activity monitoring in coordination with relevant compliance teams., Oversaw comprehensive card management (Visa/MasterCard)—including issuance, activation, fraud/loss blocking, and resolution of unrecognized or declined transactions., Participated in internal investigations to detect and address transactional or account irregularities, working with cross-functional teams., Resolved inquiries and technical issues related to international money transfers, ensuring compliance with financial regulations., Handled administrative duties such as client record maintenance, account access support, and transaction follow-ups., Supported executive-level tasks to improve operational focus and contribute to strategic business goals., Identified recurring client issues and proposed solutions to improve workflow efficiency and reduce future escalations.