Ombudsman Analyst

As a member of the Ombudsman team, you will help us to listen attentively to the customer, in order to understand their particularities, especially in more complex cases, delivering practical and definitive solutions to their complaints and feedbacks.

Your job will require collaboration between the Legal and CSE teams to ensure a customer journey based on excellence.

What You'll Be Doing

• Receiving, handling, monitoring and responding to customer demands;
• Interface with our customers through the Ombudsman contact channels (telephone and email);
• Drafting responses to Citizen's Demands Registration System (BACEN-RDR), consumidor.gov and municipal and state PROCONs;
• Keeping tabs and managing administrative demands alongside our legal partners;
• Providing advice on customer related situations to the Customer Support Engineering Team
• Interfacing with other teams to align strategies and suggest improvement on products and processes.

What You Need To Succeed

• Excellent written and oral communication skills;
• Excellent Portuguese communication;
• Intermediary English skills;
• High attention to details;
• Strong organizational skills ;
• Good analytical skills;
• Fast learning;
• Love for technology;
• Ability to be flexible to changing priorities in a fast-paced environment;
• Previous experience in Consumer law and conflict mediation will be considered a plus.
• Keen interest in learning and applying the latest technology to daily work is essential; knowledge and experience with GenAI (e.g., ChatGPT).
• Experience in improving and automating customer service channels using AI, as well as supporting the implementation of new channels such as consumidor.gov will also be considered a plus.