Ombudsman Assistant - PCD

<p>&nbsp;</p> <h2>About EBANX</h2> <p>At EBANX, we believe barriers are meant to be broken. We started our journey in Curitiba, Brazil, and today we are a global company operating in more than 29 countries, with offices in Curitiba, São Paulo, Shanghai, Singapore, and Johannesburg.</p> <p>Our team of over 700 Ebankers around the world connects companies such as Uber, Netflix, Spotify, TikTok, Canva, Shopee, Meta, and Shein to millions of consumers in emerging markets, creating new opportunities and revolutionizing the future of digital payments.</p> <p>Our mission is clear: to provide global access for everyone. We are guided by our #TamoJunto culture, which is built on four core pillars: <strong>Shape Tomorrow, Evolve Fast, Make It Happen, and Unlock the World.</strong></p> <p>If you want to be part of a fast-growing global company that is shaping the future of digital payments, EBANX is the place for you.</p> <h2>What You'll Do</h2> <ul> <li> <p>Receive, register, classify, and track customer complaints, requests, and feedback submitted to the Ombudsman Office;</p> </li> <li> <p>Conduct preliminary analyses of cases, requesting information from the responsible departments when necessary;</p> </li> <li> <p>Monitor regulatory deadlines and ensure timely responses;</p> </li> <li> <p>Prepare clear, objective responses in compliance with internal policies and regulatory requirements;</p> </li> <li> <p>Support the preparation of management reports and Ombudsman performance indicators;</p> </li> <li> <p>Assist in monitoring complaints submitted to regulatory agencies and external platforms;</p> </li> <li> <p>Maintain updated records and controls of customer cases and actions taken;</p> </li> <li> <p>Contribute to the identification of root causes and opportunities for improvement in the institution's processes and products;</p> </li> <li> <p>Support internal and external audits related to Ombudsman activities;</p> </li> <li> <p>Ensure compliance with Central Bank regulations and other applicable requirements.</p> </li> </ul> <h2>What You Need to Shine in This Role</h2> <ul> <li> <p>Previous experience in Customer Service, Ombudsman, Customer Support (SAC), Compliance, or related areas is considered a plus;</p> </li> <li> <p>Proficiency in Microsoft Office Suite, especially Excel;</p> </li> <li> <p>Strong written and verbal communication skills;</p> </li> <li> <p>Excellent organizational skills, attention to detail, and analytical abilities.</p> </li> </ul> <h2>Additional Qualifications That Will Set You Apart</h2> <ul> <li> <p>Knowledge of regulations applicable to Ombudsman Offices of institutions regulated by the Central Bank of Brazil (BCB Resolution No. 28);</p> </li> <li> <p>Experience with complaint management systems and performance indicators;</p> </li> <li> <p>Previous experience in the financial services or payments industry.</p> </li> </ul> <h2>What EBANX Offers</h2> <h3>WAVES Program</h3> <p>Annual bonus based on company performance and results.</p> <h3>Meal Allowance</h3> <p>Flexible benefit card for meal and food expenses.</p> <h3>EBANX Education</h3> <p>Financial support for undergraduate, postgraduate, and MBA programs to help you grow professionally.</p> <h3>EBANX Skills</h3> <p>Dedicated budget for workshops, courses, and certifications, encouraging continuous learning and development.</p> <h3>Language Classes</h3> <p>Spanish, English, and Portuguese lessons to support your personal and professional growth.</p> <h3>EBANX Health</h3> <p>Comprehensive medical and dental coverage fully paid for employees, plus subsidized coverage for dependents.</p> <h3>EBANX Family</h3> <p>Childcare assistance, extended parental leave for caregivers, and support programs for expecting parents and children.</p> <h3>Life Insurance</h3> <p>100% employer-paid life insurance coverage.</p> <h3>Transportation Benefit</h3> <p>Parking allowance or public transportation voucher, according to your needs.</p> <h3>EBANX Flexible</h3> <p>A special day off on your birthday, semi-flexible working hours (8 hours per day, Monday through Friday), and a year-end company shutdown between Christmas and New Year's without impacting your vacation balance.</p> <h3>EBANX Play</h3> <p>Well-being program including access to Wellhub, eSports initiatives, and partnerships with SESC.</p> <h3>Blue Club</h3> <p>Exclusive discounts at bakeries, restaurants, retail stores, educational programs, and much more.</p> <p>Learn more about <strong>#ebanxlife</strong> on LinkedIn and Instagram and discover what it's like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.</p> <p>✨ An Out Of The Ordinary career is waiting for you here!</p> <p>&nbsp;</p>