Complaints & Ombudsman Officer - Exclusive for PwD
Core
Investigate customer complaints, conduct root cause analysis, and ensure fair resolutions while maintaining regulatory compliance across jurisdictions.
Role type
Complaints & Ombudsman Officer
Builds
Internal processes for complaint resolution and customer satisfaction
Domain
Fintech / Financial Services / Regulatory Compliance
Deliverable
client delivery
Required skills
Root cause analysis, regulatory compliance knowledge, customer communication, case management, process improvement, data analysis, documentation, cross-functional collaboration
Preferred skills
Fintech or banking experience, AML/CTF knowledge, experience with Reclame Aqui/Bacen/Procon/Ouvidoria, Ombudsman certification
Technologies
Zendesk, Twilio, Slack, Google Workspace, Office Suite, Confluence
Responsibilities
Review and analyze customer complaints, conduct root cause analysis, communicate with internal teams, draft regulatory-compliant responses, update audit trails, guide support teams on complex cases, provide process feedback
Seniority
Individual Contributor