Customer Experience Analyst I – Ombudsman Office

• Analyze customer complaints and submissions, reviewing the complete history and identifying the root cause.
• Handle the Ombudsman Office 0800 hotline and email, RDR, Procon, Consumidor.gov.br, and other regulated channels.
• Investigate cases using internal systems, knowledge bases, contracts, terms and conditions, procedures, and supporting evidence.
• Prepare complete, personalized, and conclusive responses appropriate to the channel and case complexity.
• Manage your own case portfolio, meeting SLAs and regulatory deadlines.
• Identify risks and carry out regulatory, legal, and reputational escalations.
• Collaborate with internal teams to investigate and resolve complex cases.
• Record analyses, evidence, decisions, and actions taken in the company's systems.
• Identify patterns and process gaps, recommending improvements and supporting recurrence reduction and operational efficiency.
• Use Generative AI for analysis, synthesis, research, and drafting or reviewing responses.
• Achieve a target productivity level of 21 cases per analyst per day, while maintaining quality, during the first 90 days.

• Previous experience handling critical channels, such as an Ombudsman Office, regulated channels, or reputational channels.
• Ombudsman certification, preferably from Febraban or other recognized institutions.
• Strong written and verbal communication skills, with the ability to produce clear, conclusive, and well-founded responses.
• Completed or ongoing bachelor's degree.
• Analytical and investigative mindset, with the ability to handle complex cases and multiple simultaneous priorities.
• Curiosity and openness to technology, including the use of Generative AI to improve analysis quality and productivity.
• Preference will be given to people with disabilities (PwD); accessibility and reasonable accommodations are guaranteed throughout the selection process and in the workplace.

• Competitive salary aligned with market standards.
• Fully remote work — wherever you are, you are part of the team!
• Home office allowance deposited monthly through the RecargaPay app.
• Health and dental insurance with no co-payments.
• Life insurance.
• Flexible meal voucher via Flash.
• TotalPass to support your health and well-being.