Ombudsman Analyst I

Tecban

Analista de Ouvidoria na TecBan assegurando a defesa dos interesses de clientes. Recebendo e tratando manifestações, promovendo melhoria contínua e qualidade dos serviços.

Posted 6/3/2026full-timeSão Paulo • 🇧🇷 BrazilMid-LevelSeniorWebsite

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Hard Skills

root cause analysiscomplaint managementdata analysisdashboard developmentreportingcustomer journey mappingadvanced Excelintermediate Power BItechnical writingregulatory compliance

Soft Skills

communicationproblem-solvinganalytical thinkingcustomer advocacycollaborationattention to detailorganizational skillscritical thinkingadaptabilitystakeholder management

Tools & Technologies

CRM platformscomplaint management systemsReclame AquiCentral Bank (Bacen)Consumidor.govProconauditing toolsintranet managementpresentation softwaremetrics platforms

Certifications & Qualifications

Bachelor’s degreeprofessional certification in Ombudsman practices

Industry Keywords

OmbudsmanCustomer Experience (CX)Voice of the Customer (VoC)LGPDConsumer Protection Coderegulatory controlscustomer experience metricsNPSCSATCES

About the role

Key responsibilities & impact

Receive, analyze, classify and handle requests received by the Ombudsman.
Conduct in-depth investigations to understand the root cause of complaints and manifestations.
Draft technical, clear, objective responses that comply with applicable regulations.
Ensure compliance with regulatory and internal deadlines for handling cases.
Manage critical, sensitive or highly complex cases, coordinating with specialist areas.
Serve as a liaison between customers, consumers, partners and internal departments.
Align with operational areas, technology, product teams, security, Legal, Compliance, Operations and Customer Service.
Participate in governance forums related to customer experience and service quality.
Support internal and external audits related to Ombudsman processes.
Keep documentation, websites, intranet and presentations up to date and optimized.
Monitor and analyze Ombudsman metrics and complaints platforms, including Reclame Aqui, Central Bank (Bacen), Consumidor.gov, Procon and other regulatory bodies.
Identify trends, recurring issues and opportunities for improvement.
Develop root cause analyses and corrective and preventive action plans.
Build dashboards, executive reports and management presentations.
Turn complaint data into strategic insights for the business.
Act as the voice of the customer within the organization.
Support initiatives to improve the customer and consumer journey.
Identify friction points and opportunities to evolve Banco24Horas services.
Contribute to Customer Experience (CX), Perceived Quality and Voice of the Customer (VoC) projects.
Ensure compliance with Central Bank regulations, LGPD, the Consumer Protection Code and corporate policies.
Support regulatory controls and reports required by competent authorities.
Maintain documentation, evidence and audit trails up to date.

Requirements

What you’ll need

Bachelor’s degree in Administration, Law, Communications, Process Management, Institutional Relations, Economics or related fields.
Experience in Ombudsman/Ouvidoria, Second-Level Support or Customer Relations.
Knowledge of Central Bank regulations applicable to Ombudsman functions.
Experience with CRM platforms and case/complaint management systems.
Familiarity with customer experience metrics (NPS, CSAT, CES and Complaints).
Advanced Excel skills.
Intermediate Power BI skills.
Knowledge of Customer Experience (CX) and Customer Journey mapping.
Professional certification in Ombudsman practices (e.g., Febraban, Abrarec, etc.).

Benefits

Comp & perks

Hybrid work model available at the Barra Funda office, São Paulo (SP).