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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical ability and critical thinking to assess customer inquiries and formulate effective responses while ensuring compliance with regulatory standards. Proficient in managing case portfolios and maintaining data integrity in corporate systems.
Highest-signal resume keywords
Valid Ombudsman CertificationCustomer Service ExperienceKnowledge of Consumer Protection CodeAnalytical AbilityStrong Interpersonal Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementComplaint Handling ProcessesDrafting Formal ResponsesRegulatory AnalysisData Integrity Management
Soft Skills
EmpathyOrganizationCollaborationAttention to DetailResilience
Tools & Technologies
Microsoft OfficeExcelOutlookWord
Certifications & Qualifications
Ombudsman Certification
Industry Keywords
Ombudsman FunctionConsumer RightsGovernance ComplianceCentral Bank of Brazil RegulationsSAC
About the role
Key responsibilities & impact- Handle customer inquiries by telephone through both inbound and outbound calls, from 10:00 a.m. to 4:00 p.m.
- Analyze and address cases submitted through the Ombudsman channels, identifying the root causes of complaints and developing effective solutions.
- Analyze, prepare, and respond to requests received by the Ombudsman Office (0800 hotline), Consumidor.gov.br, and Procon, observing deadlines and quality requirements.
- Manage the case portfolio, monitoring deadlines and requesting supporting information from internal departments.
- Assess customer requests based on input from technical departments and prepare clear, objective responses aligned with applicable standards.
- Qualify and record information in corporate systems, ensuring data integrity and proper classification of cases.
- Identify recurring issues, process weaknesses, and opportunities to improve the customer journey.
- Support the monitoring and handling of friction alerts, helping mitigate reputational risks.
- Contribute to the preparation of drafts, opinions, and formal communications.
- Comply with governance, compliance, information confidentiality, and regulations applicable to the Ombudsman function.
Requirements
What you’ll need- Strong interpersonal communication skills and excellent written communication.
- Valid Ombudsman certification (required).
- Analytical ability and critical thinking to assess requests, supporting information, and formulate responses.
- Organization and prioritization skills to manage the case portfolio and meet regulatory deadlines.
- Ability to work collaboratively while maintaining positive relationships with customers, internal departments, and consumer protection agencies.
- Knowledge of regulatory matters applicable to the Ombudsman function, including Central Bank of Brazil resolutions, the Consumer Protection Code (CDC), and SARB regulations.
- Understanding of the Ombudsman’s role as a forum for resolution and mediation.
- Empathy and a customer-experience focus.
- Strong sense of responsibility, commitment, and ethical conduct.
- Proactive approach to finding solutions and continuously improving processes.
- Attention to detail and a commitment to quality when preparing drafts and responses.
- Resilience when working in a high-demand environment with regulatory deadlines.
- Compliance with guidelines on compliance, governance, and information confidentiality.
- Previous experience in customer service, SAC, Ombudsman operations, Reclame Aqui, Consumidor.gov.br, Procon, or related areas.
- Knowledge of processes for handling customer complaints and cases.
- Experience preparing formal responses and analyzing more complex cases.
- Basic knowledge of regulations applicable to the Ombudsman function and consumer rights.
- Ability to critically analyze information and interpret input provided by different departments.
- Strong verbal and written communication skills, with the ability to adapt language to the profile of the customer and the requesting agency.
- Organization and discipline to manage multiple cases simultaneously, prioritize activities, and meet deadlines.
- Intermediate knowledge of Microsoft Office, especially Excel, Outlook, and Word.
Benefits
Comp & perks- No benefits, additional compensation, or perks are explicitly stated in the posting.