Meh - Fraud Agent Wise Employee Review

Hey, thanks so much for sharing your feedback - we really appreciate it! We're glad to hear you appreciate the pay and benefits at Wise as well as the people and our DEI efforts. However, we're sorry to hear that you aren't having such a good experience when it comes to processes. Our goal is to help our customers as quickly as possible when they need assistance and setting KPIs helps ensure we’re able to meet this goal and identify gaps where we may need to invest in the future. Implementing KPIs aims to provide clear expectations and support, helping team members align their efforts with our overall goals. We believe that a well-structured performance management framework not only aids individual growth but also enhances teamwork and collaboration. These KPIs are designed to not be burdensome but to guide and support, paving the way for personal development and improved outcomes. When it comes to time off, as a global company, our priority is to ensure that our customers receive timely support. To manage this, we arrange shift schedules two months in advance to help our team know when they’ll be working. Since we require coverage for our customers, some Wisers may be asked to work on weekends, however we regularly change up schedules to ensure that allocations are fair. We also have a project underway at the moment called TimeWise which is intended to address some of the challenges in processes around managing time and time off, so this will hopefully also go some way to improving some of the process gaps you may have experienced. If you have any feedback or suggestions for improvement, these are always welcome too. We'd encourage you to reach out to your Lead or local People Advisor to share your experiences if you feel comfortable to do so. Nicola