Critical Channels Manager

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November 17

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Neon

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Fintech

Neon is a Brazilian financial technology company that offers a comprehensive digital financial service through a mobile app. As an authorized payment institution by the Central Bank of Brazil, Neon provides customers with a digital account service, credit cards without annual fees, investment options like CDBs, personal loans, and various financial solutions for individuals and businesses, including MEI services. Their app facilitates easy financial management by integrating services such as virtual cards for secure online transactions, cashback on purchases, and the practical use of Pix for instant transfers. Although not a digital bank, Neon offers banking-like services powered by technology to promote financial innovation while ensuring high standards of security for its users.

1001 - 5000 employees

Founded 2016

💳 Fintech

📋 Description

• Ensure that all operations of the channels under your responsibility comply with the regulations of the Central Bank of Brazil (BACEN) and other supervisory authorities. • Manage and monitor all complaints and inquiries received through the Critical Channels, from initial registration to final resolution, ensuring compliance with regulatory deadlines and internal SLAs. • Conduct in-depth analyses of complaints to identify and highlight root causes and propose solutions together with the stakeholders involved. • Monitor and report on the effectiveness of action plans aimed at preventing future occurrences and improving customer satisfaction through reports and Neon governance forums. • Prepare periodic reports on operational performance, including trend analyses, complaint root causes and recommendations for improving Neon’s products and services, benchmarking against other players, and scenario studies prior to the publication of the Bacen Ranking. • Ensure effective training for the teams under your responsibility, as well as provide targeted training for other customer service areas to enhance knowledge of Critical Channels guidelines and customer relationship best practices. • Lead, motivate and develop the Critical Channels team, ensuring a productive work environment focused on service excellence.

🎯 Requirements

• Bachelor’s degree in Law, Business Administration, Economics or related fields. Postgraduate degree preferred. • Proven experience in leadership positions in Ombudsman, Compliance, Legal or Customer Service within the banking sector for at least 2 years. • Strong leadership skills. • Solid knowledge of the Consumer Protection Code, Central Bank of Brazil (BACEN) regulations and financial system certifications. Knowledge of risk and process management. • Ability to lead and develop teams, delegate tasks and manage performance. • Proficiency in customer relationship management (CRM) systems and data analysis tools. • Advanced/Fluent English preferred.

🏖️ Benefits

• Truly remote work model, with team meetings every 3 months in São Paulo. Includes credit for purchasing a home office kit and partnerships for coworking access. • Flash Card - customize your benefits package with meal and food allowances, mobility allowance and education assistance. • Gympass, with access to a network of gyms and online classes. • Parental support including childcare or nanny assistance and extended parental leave. • Medical and dental insurance. • Open English: discounted lesson packages for Neowners and their dependents. • Discounts on MBAs and specializations at USP ESALQ.