Complaints & Ombudsman Officer
$93,600–$112,200 year
HybridSão Paulo, São Paulo, Brazil
Job Summary
Review customer complaints using internal tools to ensure timely, fair resolutions while maintaining regulatory compliance across multiple jurisdictions. Conduct root cause analysis to identify systemic issues, communicate with internal teams to gather information, and craft well-drafted, compliant final responses. Utilize platforms like Ninjas, Watson, Zendesk, Twilio, and Slack to provide clear summaries, timelines, and outcomes. Keep systems updated with proper records and audit trails, offering guidance to the Customer Support team on complex cases and providing proactive feedback to improve processes. Complete all administrative tasks efficiently and engage in mandatory training to stay current. This hybrid role in São Paulo, Brazil, requires a minimum of three days at the office and does not offer visa sponsorship.
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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