Receive, register, classify, and track customer complaints, requests, and feedback submitted to the Ombudsman Office;
Conduct preliminary analyses of cases, requesting information from the responsible departments when necessary;
Monitor regulatory deadlines and ensure timely responses;
Prepare clear, objective responses in compliance with internal policies and regulatory requirements;
Support the preparation of management reports and Ombudsman performance indicators;
Assist in monitoring complaints submitted to regulatory agencies and external platforms;
Maintain updated records and controls of customer cases and actions taken;
Contribute to the identification of root causes and opportunities for improvement in the institution's processes and products;
Support internal and external audits related to Ombudsman activities;
Ensure compliance with Central Bank regulations and other applicable requirements.
What You Need to Shine in This Role
Previous experience in Customer Service, Ombudsman, Customer Support (SAC), Compliance, or related areas is considered a plus;
Proficiency in Microsoft Office Suite, especially Excel;
Strong written and verbal communication skills;
Excellent organizational skills, attention to detail, and analytical abilities.
Additional Qualifications That Will Set You Apart
Knowledge of regulations applicable to Ombudsman Offices of institutions regulated by the Central Bank of Brazil (BCB Resolution No. 28);
Experience with complaint management systems and performance indicators;
Previous experience in the financial services or payments industry.
What EBANX Offers
WAVES Program
Annual bonus based on company performance and results.
Meal Allowance
Flexible benefit card for meal and food expenses.
EBANX Education
Financial support for undergraduate, postgraduate, and MBA programs to help you grow professionally.
EBANX Skills
Dedicated budget for workshops, courses, and certifications, encouraging continuous learning and development.
Language Classes
Spanish, English, and Portuguese lessons to support your personal and professional growth.
EBANX Health
Comprehensive medical and dental coverage fully paid for employees, plus subsidized coverage for dependents.
EBANX Family
Childcare assistance, extended parental leave for caregivers, and support programs for expecting parents and children.
Life Insurance
100% employer-paid life insurance coverage.
Transportation Benefit
Parking allowance or public transportation voucher, according to your needs.
EBANX Flexible
A special day off on your birthday, semi-flexible working hours (8 hours per day, Monday through Friday), and a year-end company shutdown between Christmas and New Year's without impacting your vacation balance.
EBANX Play
Well-being program including access to Wellhub, eSports initiatives, and partnerships with SESC.
Blue Club
Exclusive discounts at bakeries, restaurants, retail stores, educational programs, and much more.
Learn more about #ebanxlife on LinkedIn and Instagram and discover what it's like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.
✨ An Out Of The Ordinary career is waiting for you here!