Customer Experience Analyst I – Ombudsman Office

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Evaluate customer complaints and submissions by reviewing their complete history to identify the root cause.

• Manage the Ombudsman Office 0800 hotline and email, as well as RDR, Procon, Consumidor.gov.br, and other regulated channels.

• Conduct investigations using internal systems, knowledge bases, contracts, terms and conditions, procedures, and supporting documentation.

• Draft comprehensive, personalized, and conclusive responses tailored to the channel and complexity of the case.

• Oversee your own case portfolio, ensuring compliance with SLAs and regulatory deadlines.

• Identify risks and implement regulatory, legal, and reputational escalations as needed.

• Collaborate with internal teams to investigate and resolve intricate cases.

• Document analyses, evidence, decisions, and actions taken within the company’s systems.

• Recognize patterns and process deficiencies, suggesting improvements to enhance recurrence reduction and operational efficiency.

• Leverage Generative AI for analysis, synthesis, research, and drafting or reviewing responses.

• Attain a target productivity level of 21 cases per analyst per day, while upholding quality standards, during the initial 90 days.

⛳️ Requirements

• Prior experience managing critical channels, such as an Ombudsman Office, regulated channels, or channels with reputational significance.

• Ombudsman certification, ideally from Febraban or other recognized organizations.

• Exceptional written and verbal communication skills, with the capacity to generate clear, conclusive, and well-supported responses.

• Bachelor’s degree, either completed or in progress.

• An analytical and investigative mindset, capable of managing complex cases and multiple priorities simultaneously.

• Curiosity and openness towards technology, including the utilization of Generative AI to enhance analysis quality and productivity.

• Preference will be given to individuals with disabilities (PwD); accessibility and reasonable accommodations will be ensured throughout the selection process and in the workplace.

🏝️ Benefits

• Competitive salary consistent with market standards.

• Fully remote work — wherever you are, you're part of the team!

• Monthly home office allowance deposited via the RecargaPay app.

• Health and dental insurance with no co-payments required.

• Life insurance coverage.

• Flexible meal voucher provided through Flash.

• TotalPass to promote your health and well-being.