Junior Customer Ombudsman Analyst

• Investigate and respond to second-level complaints and Brazilian Central Bank requests (RDR), ensuring technical rigor and compliance with regulatory deadlines
• Handle telephone calls routed through triage, practicing active listening and supporting merchants with highly complex issues
• Investigate service histories and cross-reference information with partner teams to determine the root cause of each request
• Prepare well-founded technical responses and final opinions using internal systems and automation tools
• Provide follow-up by phone or email, mediating conflict situations with clarity, objectivity, and empathy
• Classify and tabulate complaints by reason and product, generating data for recurrence analysis
• Work with internal teams to propose structural improvements to operational workflows and prevent recurring issues
• Serve in the Ombudsman’s Office as the final customer service channel and a strategic mediation function between customers, business units, and regulatory authorities

• Currently pursuing or completed a bachelor’s degree in Business Administration, Law, Communications, Languages, or a related field
• Previous experience in second-level customer service, an ombudsman’s office, customer service centers, retention, or conflict mediation
• Strong negotiation and conflict-resolution skills
• Excellent written and verbal communication, with strong grammatical proficiency for drafting clear, objective technical opinions
• Highly analytical and investigative mindset, with the ability to reconcile different accounts of events, review histories, and identify root causes
• Previous experience in the financial services market, fintechs, or payment companies (acquiring) is a plus
• Practical knowledge of handling Brazilian Central Bank requests (RDR) and familiarity with the Brazilian Consumer Protection Code (CDC) are a plus
• Experience with CRM platforms for managing, classifying, and handling cases is a plus
• Ombudsman certification, such as Febraban, ABO, or similar certifications, is a plus
• Employment under Brazil’s CLT regime: 8 hours per day plus a 1-hour break, Monday to Friday, 5 days on/2 days off

• Fixed salary
• Variable compensation package (profit sharing, long-term incentive plan, or commission), subject to role eligibility
• Medical and dental insurance with copayments
• Hospital Virtual Verde: telemedicine team available 24 hours a day, 7 days a week
• Medication subsidy
• Meal and/or food allowance – Pluxee
• Childcare assistance for children up to 5 years and 11 months old
• Assistance for children with disabilities
• Life insurance
• Fuel or commuting allowance
• Home-office allowance for hybrid or remote contracts
• Welcome kit for new parents
• SESC partnership
• Education benefit: internal self-development platform (Studa and Stone Library)
• Acolhe360º: free emotional support
• Quick massage and onsite clinic
• Wellhub
• TotalPass
• Pet Club
• Flash
• Férias&Co
• Transportation voucher (VT)
• Allya
• Educational partnerships