CAS I – Customer Service Analyst, Ombudsman

Sicredi

Analista de Atendimento de Ouvidoria responsible for user satisfaction and problem-solving at Sicredi. Collaborating with internal teams to improve service delivery and user experience.

Posted 4/27/2026full-timePorto Alegre • 🇧🇷 BrazilMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Acts as the voice of the user and guardian of a positive experience, using customer service techniques to creatively resolve issues that boost loyalty, improve retention and shape users’ perception of the services provided;
Identifies and resolves a variety of issues, proposing improvements based on users’ feedback and needs;
Receives, resolves and follows up on user complaints submitted through various channels;
Seeks solutions and analyzes cases received via channels, conducting analytical studies based on complaint history;
Develops a complete understanding of users’ needs;
Monitors daily progress of requests, tickets and other user demands with internal teams to ensure resolution within established SLAs, keeping the user informed throughout the process;
Manages/intermediates communication between users, internal teams and cooperatives;
We value autonomy here and look for people who are proactive and creative in their day-to-day work, solving problems and taking ownership of decisions. All of this with a high degree of responsibility — after all, you will be the voice of users within Sicredi.

Requirements

What you’ll need

Postgraduate degree completed or in progress;
Certification in Ombudsman services is a plus;
Intermediate Microsoft Office skills;
Passion for problem-solving and working in a collaborative, diverse team;
Be dynamic, innovative, curious and communicative;
Willingness to accept challenges and pursue continuous development;
Listen and engage in discussions, proposing ideas and solutions;
Work autonomously with responsibility and commitment;
Emotional intelligence and a sense of urgency;
Versatility and adaptability to rapid changes and different audiences;
Ability to build relationships and networking;
Act transparently and supportively, showing empathy and a strong user focus.

Benefits

Comp & perks

Fixed 14th and 15th salary payments
Profit-sharing/performance participation (depending on seniority)
Health and dental plans with no co-payment
Wellness programs through Wellhub (formerly Gympass): nutrition, psychology, occupational health, massage, running group and local gym
Food and meal allowances with flexible percentage allocation between cards (no co-payment)
Extended maternity and paternity leave
Childcare or nanny allowance for children up to 6 years and 11 months
Support for children with disabilities, no age limit
Life insurance
Private pension plan up to 7% of salary
Training platform – Sicredi Aprende, with a wide range of courses
40-hour workweek – using a time bank system
Remote work allowance (except for positions that are 100% on-site)

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Microsoft Officeanalytical studiescustomer service techniques

Soft Skills

problem-solvingcollaborativedynamicinnovativecuriouscommunicativeemotional intelligencesense of urgencyversatilityadaptability

Certifications

Ombudsman services certification