Complaints & Ombudsman Officer - Exclusive for PwD
$93,600–$112,200 year
HybridSão Paulo, São Paulo, Brazil
Job Summary
Review customer complaints using internal tools like Ninjas and Zendesk to conduct root cause analysis and identify systemic issues. Communicate with internal teams to gather information, reference terms of use, and craft regulatory-compliant final responses while maintaining clear audit trails. Provide guidance to the Customer Support team on complex cases and offer proactive feedback to enhance processes and customer experiences. Maintain systems with proper records and complete administrative tasks efficiently in line with regulatory standards. This hybrid role in São Paulo requires Portuguese/English proficiency and experience with Google Workspace and Confluence. Candidates must be eligible to work in Brazil, as visa sponsorship is not available.
Required Qualifications
- Excellent written and verbal communication in Portuguese/English
- Experience with Customer Support
- Proficiency with Google Workspace, Office Suite, and platforms like Confluence
- Strong organizational skills and a sharp eye for detail
- Ability to work independently, prioritize tasks, and make informed decisions
- Effective interpersonal skills and a clear communication style
- Reliable, adaptable, and committed to achieving team goals
- This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office)
- You must be able to commute to the office or open to relocation
- You're eligible to work in Brazil, São Paulo, we cannot sponsor Visas for this role
Desired Qualifications
- Previously experienced with fintech or banks
- Knowledge in AML, CTF guidelines, and procedures
- Experience in areas like AML, Fraud, Chargebacks, Partner RFI, Sanctions, or Quality Assurance
- Experience with Reclame Aqui, Bacen regulation, Procon or have worked in Ouvidoria in Brazil
- Ombudsman certification is a plus
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