Ombudsman Analyst (Mid-Level)

Caixa Vida e Previdência

. Receive, analyze, and manage medium- and high-complexity ombudsman cases, ensuring compliance with regulatory deadlines, internal policies, and quality requirements.

Posted 11/9/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex ombudsman cases while ensuring regulatory compliance and enhancing customer experience. Proficient in root cause analysis, process improvement, and effective communication with stakeholders.

Highest-signal resume keywords

Ombudsman Operations ExperienceRegulatory Compliance KnowledgeRoot Cause AnalysisCustomer Experience ManagementPerformance Indicator Monitoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementProcess ImprovementAnalytical SkillsCritical ThinkingNegotiation Skills

Soft Skills

High-Level Written CommunicationConflict ResolutionCollaboration

Tools & Technologies

Microsoft ExcelMicrosoft PowerPointSalesforcePower BI

Certifications & Qualifications

Insurance CertificationsCustomer Experience CoursesProcess Management Certifications

Industry Keywords

Consumer Protection CodeRegulatory BodiesInsurance IndustryFinancial ServicesOmbudsman Governance Best Practices

About the role

Key responsibilities & impact

Receive, analyze, and manage medium- and high-complexity ombudsman cases, ensuring compliance with regulatory deadlines, internal policies, and quality requirements.
Prepare clear, well-supported, and technically accurate responses to customers, ensuring adherence to regulatory standards and customer experience best practices.
Serve as a liaison between the Ombudsman’s Office and business areas, facilitating alignment and monitoring solution implementation.
Conduct critical analysis of customer cases, identifying root causes, recurring issues, risks, and opportunities to improve processes, products, and customer journeys.
Handle demands from regulatory bodies, consumer protection agencies, and external channels such as Consumidor.gov.br, Procon, SUSEP, BACEN, Reclame Aqui, and similar platforms.
Monitor Ombudsman’s Office performance indicators and propose actions to improve quality, reduce recurring issues, and enhance the customer experience.
Support the preparation of management reports, executive presentations, and materials for committees, audits, and regulatory bodies.
Participate in projects, strategic initiatives, and continuous improvement efforts related to customer experience, complaint management, and Ombudsman’s Office governance.
Support the interpretation and application of regulatory requirements, contributing to the area’s regulatory compliance.
Serve as a technical reference for junior analysts by sharing knowledge and supporting team development.
Contribute to a customer-focused culture, effective conflict resolution, and continuous service improvement.
Perform activities in compliance with internal policies, regulatory requirements, and the company’s standards of conduct and ethics.

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 ombudsman operations, customer experience, customer relations, specialized customer service, or complaint handling.
Experience analyzing and managing medium- and high-complexity cases, with autonomy to make decisions within established authority levels.
Experience collaborating with multiple business areas to resolve cases and address systemic root causes.
Knowledge of products and services in the insurance, financial services, or other regulated-services sectors.
Knowledge of the Consumer Protection Code (CDC) and key regulations related to ombudsman operations.
Knowledge of consumer protection channels and regulatory bodies, including Consumidor.gov.br, Procon, and SUSEP.
Experience monitoring performance indicators, preparing management reports, and developing executive presentations.
Knowledge of root cause analysis, process improvement, and customer experience management methodologies.
Proficiency in Microsoft Office, particularly Excel and PowerPoint.
Strong analytical skills, critical thinking, high-level written communication, and negotiation skills.
Preferred: prior experience in an ombudsman function within the insurance industry.
Preferred: knowledge of SUSEP regulations and ombudsman governance best practices.
Preferred: experience conducting root cause analyses, managing performance indicators, and developing dashboards.
Preferred: experience with continuous improvement, customer experience (CX), or process transformation projects.
Preferred: knowledge of Salesforce or other CRM platforms.
Preferred: certifications or courses related to insurance, customer experience, or process management.
Preferred: knowledge of Power BI and data analysis tools.

Benefits

Comp & perks

Profit-sharing after targets are achieved
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.
Food and meal allowance
Wellhub Gold+ at no cost
Transportation allowance
Health insurance with no copay and no monthly employee premium for employees and dependents
Dental insurance
Pharmacy assistance with discounts at thousands of pharmacies through Vidalink
Daycare and nanny assistance
Life insurance
Complimentary domestic and international travel insurance
Pension plan with company contributions ranging from 2% to 12%, depending on the employee’s contribution
Maternity kit
Maternity leave of up to 180 days
Paternity leave
Day off