Customer Experience Analyst I – Ombudsman Office

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

RecargaPay

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

💼 Consulting

📦 Logistics

📣 Marketing

💰 $10M Debt Financing on 2022-07

Consulting • Logistics • Marketing

RecargaPay is a leading all-in-one payment platform in Brazil, dedicated to providing easy and secure access to mobile payments and digital financial services for everyone. The platform enables users to pay bills, recharge transportation and mobile phones, purchase gift cards, and make Pix transactions with credit cards. RecargaPay offers a comprehensive range of financial services, including cashback rewards, small loans, and a digital wallet with daily interest accrual. Additionally, they provide services to businesses, such as free business accounts, payment processing, and marketing solutions. With a focus on accessibility and innovation, RecargaPay strives to change how payments are made in Brazil.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.