Junior Ombudsman Analyst

Caixa Vida e Previdência

. Receive, analyze, and handle cases submitted to the Ombudsman’s Office, ensuring compliance with applicable deadlines and regulations .

Posted 9/15/2026full-timeSão Paulo • BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in case analysis and resolution within an Ombudsman’s Office, ensuring compliance with regulations and deadlines while promoting customer satisfaction and process improvement. Proficient in report preparation, performance metric tracking, and cross-departmental collaboration to enhance customer experiences.

Highest-signal resume keywords

Ombudsman Case HandlingCustomer Service ExperienceRegulatory Compliance KnowledgeProcess ImprovementMicrosoft Excel Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case AnalysisDeadline ControlReport PreparationPerformance Metric TrackingCustomer Request HandlingProcess ManagementComplaint HandlingBasic Insurance KnowledgeConsumer Protection RegulationsCustomer Experience Improvement

Soft Skills

Customer FocusInterdepartmental LiaisonCommunication SkillsProblem-SolvingQuality Assurance

Tools & Technologies

SalesforceConsumidor.gov.brProconReclame AquiCustomer Relationship Platforms

Industry Keywords

Brazilian Consumer Protection CodeInsurance MarketFinancial ServicesCustomer RelationsPublic Relations

About the role

Key responsibilities & impact

Receive, analyze, and handle cases submitted to the Ombudsman’s Office, ensuring compliance with applicable deadlines and regulations
Prepare clear, well-supported responses to customers, with a focus on quality and customer satisfaction
Liaise with internal departments to obtain information and resolve requests
Handle cases submitted by consumer protection agencies and external channels
Monitor regulatory and operational deadlines for cases under your responsibility
Identify opportunities to improve processes, products, and customer journeys based on customer feedback
Support the preparation of reports, metrics, and departmental controls
Help promote a customer-focused culture and the continuous improvement of services
Operate in compliance with internal policies and applicable regulations

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Law, Insurance Management, Economics, Process Management, Public Relations, or a related field
Experience in an Ombudsman’s Office, Customer Service, Customer Relations, or Complaint Handling
Experience handling, analyzing, and tracking customer requests
Experience liaising with different departments to obtain information and support request resolution
Basic knowledge of the company’s products and services or of the insurance market
Knowledge of the Brazilian Consumer Protection Code (CDC)
Basic understanding of regulations applicable to Ombudsman’s Offices and consumer protection agencies
Knowledge of deadline control, report preparation, and performance metric tracking
Basic understanding of process improvement and customer experience
Familiarity with Consumidor.gov.br, Procon, and Reclame Aqui
Intermediate Microsoft Office skills, especially Excel, including controls, basic formulas, and performance metric tracking
Preferred: previous experience in an Ombudsman’s Office or Customer Service
Preferred: knowledge of insurance, pension, or assistance products
Preferred: experience with customer relationship platforms and consumer protection agencies
Experience in the insurance, financial services, or broader services industry is desirable
Salesforce knowledge will be considered an advantage

Benefits

Comp & perks

Profit-sharing bonus upon achievement of targets
Flexible working hours, with start times between 8:00 a.m. and 10:00 a.m. and end times between 5:00 p.m. and 7:00 p.m.
Meal and food allowances
Wellhub Gold+ at no cost
Transportation allowance
Health insurance with no copayment and no monthly employee premium for employees and dependents
Dental insurance
Pharmacy assistance, with discounts at thousands of pharmacies through the Vidalink app
Daycare and nanny assistance
Life insurance
Travel insurance at no cost for domestic and international trips
Pension plan with an employer contribution of between 2% and 12%, depending on the employee’s contribution
Maternity kit
Up to 180 days of maternity leave
Paternity leave