Senior Ombudsman Analyst

Role Overview

• Receive, analyze and process Ombudsman complaints and inquiries, ensuring compliance with deadlines and regulatory requirements.
• Prepare formal, clear, and well-founded responses to clients.
• Conduct investigations with internal teams, acting independently and impartially.
• Question and validate information received, ensuring consistency and quality of case handling.
• Classify and analyze root causes of complaints.
• Identify patterns and recurring issues, providing input for continuous improvement.
• Act as an interface between customers and internal areas, promoting alignment and appropriate case resolution.
• Escalate critical situations or significant discrepancies to Senior Management when necessary.

Requirements

• Bachelor's degree in Business Administration or a related field.
• Ability to manage and implement new processes.
• Strong analytical skills.
• Certification in Ombudsman practices (a plus).

Benefits

• SulAmérica health plan: No cost for the primary holder, with the option to add dependents by paying only a percentage of the cost.
• Dental plan: To keep your smile healthy.
• Life insurance: For your safety and peace of mind.
• Meal/food allowance on the FLASH card: To ensure you eat well every day.
• Extended parental leave — Paternity: 30 days to enjoy the first moments with your child.
• Extended parental leave — Maternity: 6 months of full dedication to your baby.
• Commuting allowance: We cover your daily travel to and from work.
• TotalPass: Access to gyms and fitness activities across Brazil, with various options to support your physical and mental well-being.
• Partnerships with educational institutions for discounts on undergraduate and postgraduate courses.
• Partnership with Creditas: Benefits to improve your financial health and access to payroll-deductible loans with reduced rates.
• Birthday Day Off: Because you deserve a day to enjoy it your way!