Serve as the official Ombudsman channel, providing second-level (escalation) support to customers;
Receive, register and address customer complaints and inquiries with impartiality, ethics and a focus on resolution;
Interface with internal teams to investigate and resolve issues;
Prepare technical analyses, opinions and formal written responses to customers;
Monitor deadlines and ensure compliance with regulatory and internal SLAs;
Identify opportunities for process improvement based on recurring issues;
Monitor and respond to complaints on external platforms (e.g., Reclame Aqui, Procon/consumer protection agencies, etc.) when applicable;
Prepare management reports, indicators and dashboards for the area;
Propose preventive and corrective actions to reduce recurrence of problems;
Assist in developing and updating Ombudsman policies, workflows and procedures;
Operate in alignment with principles of transparency, ethics and regulatory compliance.

Strong knowledge of the Saipos product;
Minimum of 1 year with the company as a permanent employee (CLT employment status);
Performance ID for the last six months of at least “Consistent,” or People Review if the area does not have an ID;
Currently at level 2 or 3; if at level 3, the move will be lateral with no change in level;
Experience in customer relations via chat, WhatsApp and voice/calls;
Excellent written and verbal communication;
Analytical skills and critical thinking for case interpretation;
Conflict mediation and negotiation skills;
Organizational skills, sense of urgency and autonomy;
Knowledge of Zendesk, customer service systems and Microsoft Office, especially Excel;

On-site availability Monday to Friday from 9:00 to 18:00, with occasional later hours to handle extra demands.

Ombudsman Analyst

Key skills