Customer Ombudsman Analyst – Junior

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 25%

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

Stone & Company

WebsiteLinkedInAll Job Openings

1 - 10 employees

💼 Consulting

🤝 B2B

Consulting • B2B

Stone + Company is a management and strategy consulting firm that empowers corporate clients to achieve exceptional results by transforming disjointed strategies or crafting new ones into a unified plan designed for optimal performance and team synchronization. The firm focuses on delivering fast and effective outcomes for its clients.

📋 Description

• Investigate and respond to second-level complaints and demands from the Central Bank of Brazil (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 customer service histories and cross-reference information with partner teams to determine the root cause of each issue • Prepare well-founded technical defenses and conclusive opinions using internal systems and automation tools • Provide direct follow-up by phone or email, mediating conflict situations • Classify and tabulate complaints by reason and product to support recurrence analyses • Work with internal teams to propose structural improvements to operational workflows and prevent recurring issues • Serve as the final customer service escalation point and as a strategic mediator between customers, business units, and regulatory authorities • Turn customer feedback and friction points into data intelligence to identify root causes and support leadership decision-making

🎯 Requirements

• Currently pursuing or holding a bachelor’s degree in Business Administration, Law, Communications, Languages, or a related field • Previous experience in second-level customer service, customer ombudsman functions, customer support centers, retention, or conflict mediation • Negotiation and conflict-resolution skills • Excellent written and verbal communication skills, with strong command of grammar for drafting clear, objective technical opinions • Strong analytical and investigative profile, with the ability to cross-reference different accounts of events, analyze histories, and identify the root causes of issues • Preferred: experience in the financial services, fintech, or payment processing (acquiring) industries • Preferred: practical knowledge of Central Bank of Brazil (RDR) demands and familiarity with the Brazilian Consumer Protection Code (CDC) • Preferred: experience with CRM platforms for case management, classification, and resolution • Preferred: certification in customer ombudsman practices, such as Febraban, ABO, or equivalent • Employment under Brazil’s CLT labor regime: 8 working hours per day plus a 1-hour break, Monday through Friday, 5 days per week

🏖️ Benefits

• Fixed salary • Variable compensation package (profit sharing, long-term incentive plan, or commission), according to role eligibility • Medical and dental insurance with co-payments • 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 employees with children with disabilities • Life insurance • Fuel allowance or commuting assistance • Home-office allowance for hybrid or remote contracts • Welcome kit for new parents • SESC membership • Education benefit – Internal self-development platform (Studa and Stone Library) • Acolhe360º – Free emotional support • Quick massage and on-site clinic • Optional benefits: Wellhub, TotalPass, Pet Club, Flash, Férias&Co, transportation allowance, Allya, and educational partnerships