Ombudsman Analyst I

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🕒 5 days ago

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Tecban

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏦 Banking

🔧 Hardware

🤝 B2B

Banking • Hardware • B2B

Tecban is a Brazilian technology and services company that provides self-service banking and cash management solutions to financial institutions, retailers, and cooperatives. It develops and operates ATMs, intelligent safes, cash custody and processing, cash transport services, connectivity and digital security products, and platforms supporting digital/economy and Open Finance initiatives. Tecban focuses on B2B hardware and software solutions that increase efficiency and accessibility across the banking and retail ecosystems.

📋 Description

• Receive, analyze, classify and handle requests received by the Ombudsman. • Conduct in-depth investigations to understand the root cause of complaints and manifestations. • Draft technical, clear, objective responses that comply with applicable regulations. • Ensure compliance with regulatory and internal deadlines for handling cases. • Manage critical, sensitive or highly complex cases, coordinating with specialist areas. • Serve as a liaison between customers, consumers, partners and internal departments. • Align with operational areas, technology, product teams, security, Legal, Compliance, Operations and Customer Service. • Participate in governance forums related to customer experience and service quality. • Support internal and external audits related to Ombudsman processes. • Keep documentation, websites, intranet and presentations up to date and optimized. • Monitor and analyze Ombudsman metrics and complaints platforms, including Reclame Aqui, Central Bank (Bacen), Consumidor.gov, Procon and other regulatory bodies. • Identify trends, recurring issues and opportunities for improvement. • Develop root cause analyses and corrective and preventive action plans. • Build dashboards, executive reports and management presentations. • Turn complaint data into strategic insights for the business. • Act as the voice of the customer within the organization. • Support initiatives to improve the customer and consumer journey. • Identify friction points and opportunities to evolve Banco24Horas services. • Contribute to Customer Experience (CX), Perceived Quality and Voice of the Customer (VoC) projects. • Ensure compliance with Central Bank regulations, LGPD, the Consumer Protection Code and corporate policies. • Support regulatory controls and reports required by competent authorities. • Maintain documentation, evidence and audit trails up to date.

🎯 Requirements

• Bachelor’s degree in Administration, Law, Communications, Process Management, Institutional Relations, Economics or related fields. • Experience in Ombudsman/Ouvidoria, Second-Level Support or Customer Relations. • Knowledge of Central Bank regulations applicable to Ombudsman functions. • Experience with CRM platforms and case/complaint management systems. • Familiarity with customer experience metrics (NPS, CSAT, CES and Complaints). • Advanced Excel skills. • Intermediate Power BI skills. • Knowledge of Customer Experience (CX) and Customer Journey mapping. • Professional certification in Ombudsman practices (e.g., Febraban, Abrarec, etc.).

🏖️ Benefits

• Hybrid work model available at the Barra Funda office, São Paulo (SP).