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Wise
About the company 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 . The role Team: FinCrime Requests Our mission is to be the first point of contact for any external investigations involving Wise's customers, efficiently processing requests from partner banks, law enforcement, and other authorities while catching suspicious activities that our internal systems might miss. In our strategic vision, we've identified key pillars: Intelligent Request Processing: Improve manual, email-based request handling with automated systems using LLMs and enhanced data processing - targeting 90% automation for Law Enforcement cases and significant improvements for Partner Bank RFIs Customer Experience Enhancement: Reduce transaction suspensions and customer friction by building better escalation logic, faster processing times, and improved risk assessment Intelligence Feedback Integration: Use external investigation data to provide insights that can strengthen Wise's internal AML, fraud, and sanctions controls Our next strategic goals revolve around building a unified request handling platform, exploring self-service capabilities for partners, and achieving sub-1-hour end-to-end processing for 80% of cases. Scope of Responsibilities Working, part of the team you will contribute significantly to large-sized impactful projects in external financial crime investigations, from email processing improvements to unified case management platforms. Own the technical roadmap for automating investigative workflows while ensuring optimal customer experience and regulatory compliance. Product Development Improve automation systems using LLMs to better process incoming emails from law enforcement and partner banks Build unified request handling platform that brings together RFI and LE case management workflows Develop partner access capabilities enabling law enforcement and partner banks to access customer information more efficiently Enhance escalation systems that better identify genuine criminal activity while reducing false positives and customer friction Implement automated response generation using LLMs and templating systems for consistent, professional responses Optimize suspended transaction handling to minimize customer impact while maintaining compliance Leadership & Collaboration Mentor junior engineers in financial crime investigation processes and external stakeholder management Collaborate across FinCrime teams to ensure effective intelligence sharing between investigations, fraud, and sanctions teams Lead technical architecture discussions on systems handling sensitive law enforcement and partner communications Drive automation improvements by identifying and implementing high-impact optimization opportunities Work with external stakeholders including law enforcement agencies and partner banks to improve technical processes Qualifications Technical Expertise Extensive experience working with Java, Spring framework, asynchronous message queues and have worked with microservices architecture – this is essential Build scalable case management platforms that can handle growing request volumes globally Implement data enrichment systems that automatically gather relevant customer information Create flexible templating systems for generating responses across different jurisdictions and languages Additional information 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 .
Bolt
The Workforce Planning Program Manager is responsible for building and maintaining accurate capacity plans across all support regions, verticals, and languages. This role plays a critical part in ensuring our Customer Support operation is efficient, well-staffed, and prepared to meet service levels, while balancing cost and quality. You’ll own long- and short-term forecast models, develop scheduling frameworks, and work closely with WFM Analysts, BPO partners, and CS leadership to turn data into action.
Bolt
The Customer Support Workforce Planning Specialist plays a key role in driving real-time support excellence by ensuring accurate scheduling, optimal staffing, and proactive response to workload fluctuations. This role bridges daily operations between in-house and BPO teams, enabling efficient delivery of service levels while minimizing wait times and backlog buildup.
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