Ombudsman Assistant

About the Company

At EBANX, we believe barriers are meant to be broken. We are a global company operating in more than 29 countries, connecting companies such as Uber, Netflix, Spotify, TikTok, Canva, Shopee, Meta, and Shein to millions of consumers in emerging markets, revolutionizing the future of digital payments.

Responsibilities

• Receive, register, classify, and track customer complaints, requests, and feedback
• Conduct preliminary analyses of cases and request information from responsible departments
• Monitor regulatory deadlines and ensure timely responses
• Prepare clear, objective responses in compliance with internal policies and regulatory requirements
• Support the preparation of management reports and Ombudsman performance indicators
• Assist in monitoring complaints submitted to regulatory agencies and external platforms
• Maintain updated records and controls of customer cases and actions taken
• Contribute to the identification of root causes and opportunities for improvement
• Support internal and external audits related to Ombudsman activities
• Ensure compliance with Central Bank regulations

Requirements

• Previous experience in Customer Service, Ombudsman, Customer Support (SAC), or Compliance
• Proficiency in Microsoft Office Suite, especially Excel
• Strong written and verbal communication skills
• Excellent organizational skills and attention to detail
• Analytical abilities

Preferred Qualifications

• Knowledge of BCB Resolution No. 28 regulations
• Experience with complaint management systems and performance indicators
• Previous experience in the financial services or payments industry

Benefits

• Annual bonus based on company performance
• Meal and food allowance
• Financial support for undergraduate, postgraduate, and MBA programs
• Budget for workshops, courses, and certifications
• Language classes (Spanish, English, Portuguese)
• Fully paid medical and dental coverage
• Childcare assistance and extended parental leave
• 100% employer-paid life insurance
• Transportation benefits
• Semi-flexible working hours and birthday day off