Lojas Renner S.A.

Ombudsman Analyst I

Lojas Renner S.A.

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Attend to and resolve customer complaints and requests, using analytical skills to identify response alternatives that improve success in reviews by regulatory bodies (BACEN);
  • Record and analyze customer complaints, ensuring correct handling and workflow;
  • Monitor and update the status of requests, ensuring clear and accurate communication with customers;
  • Interact with internal departments to obtain information and resolve cases;
  • Contribute to maintaining the Ombudsman knowledge base by recording lessons learned and suggested improvements;
  • Identify and propose changes to the institution's operational and service workflows;
  • Analyze the context and the customer's full experience leading up to the complaint to find a solution that resolves the dispute;
  • Support the preparation of operational reports and the updating of area indicators.

Requirements

  • Bachelor's degree completed or in progress in Business Administration, Law, Economics, Accounting or related fields;
  • Ombudsman certification (may be obtained after hire);
  • Strong verbal and written communication skills for proper recording of complaints and interaction with customers and internal teams;
  • Organized and detail-oriented to ensure accurate recording and follow-up of requests;
  • Basic knowledge of CRM tools and ticketing/recording systems;
  • Ability to work in a team and adapt to different scenarios
  • Preferred (Differential)
  • Knowledge of the banking sector and prior ombudsman experience (BACEN, PROCON, official communications);
  • Knowledge of Central Bank rules and consumer protection legislation;
  • Experience analyzing information and interpreting data;
  • Intermediate knowledge of Excel and Power BI to support indicator reporting.
Benefits
  • Not specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

Applicant Tracking System Keywords

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Hard skills
Ombudsman certificationanalytical skillsdata analysisExcelPower BI
Soft skills
verbal communicationwritten communicationorganizational skillsdetail-orientedteamworkadaptability
Certifications
Bachelor's degreeOmbudsman certification