Fortbras

Customer Support

• Ensure a smooth, reliable, and solution-oriented experience for Fortbras financial services customers by providing Level 1 support
• Provide proactive and reactive support to mechanics via phone, WhatsApp, and email
• Assist internal teams and customers with questions about financial services, loyalty programs, and Fortbras products and sub-brands
• Support card reader activation
• Ensure response times remain within the defined SLA
• Record 100% of interactions in the CRM
• Accurately classify contact reasons
• Update customer profile information
• Flag recurring pain points or sources of friction
• Support the development of a structured database for future CRM campaigns
• Monitor post-service NPS/CSAT
• Identify opportunities to improve the customer journey
• Escalate critical issues to the Financial Services Specialist (Level 2)
• Support the creation of FAQs and the knowledge base
• Guide customers on benefits associated with Fortbras
• Support enrollment in promotional campaigns
• Encourage recurring usage
• Support reactivation initiatives for inactive customers

Junior Customer Service Analyst

Accounting Manager

• Prepare, review, and record Corporate Income Tax (IRPJ) and Social Contribution on Net Income (CSLL), both current and deferred, for the group’s companies.
• Support the preparation and review of taxable income calculations under the Actual Profit regime (Lucro Real), including additions, exclusions, tax-loss carryforwards, and other adjustments required by law.
• Prepare and review ancillary filings related to direct taxes, particularly ECF, ECD, PER/DCOMP, DCTF, and other federal tax returns.
• Conduct moderately complex tax analyses and studies, assessing the impact of legislative changes and identifying risks or opportunities.
• Support responses to Brazilian Federal Revenue Service audits, external audits, and internal audits.
• Monitor and control tax assets, including tax losses, negative CSLL bases, temporary differences, and tax credits.
• Record and reconcile current and deferred taxes.
• Prepare and analyze accounting reconciliations related to direct taxes, identifying discrepancies and proposing adjustments.
• Support projects with tax implications, including corporate reorganizations, acquisitions, mergers, and other strategic initiatives.
• Work closely with the Tax, Controllership, Legal, Finance, and Technology teams to implement process improvements, controls, and automation.
• Monitor changes in tax legislation and case law.
• Contribute to strengthening internal controls and tax governance.
• Share knowledge and provide technical support to other team members.

Junior Customer Service Analyst

Senior Accounting Analyst