Ombudsman Assistant – Customer Complaints & Compliance

About the role

EBANX is looking for an Ombudsman Assistant to join its compliance team. You will be the first point of contact for customer complaints, ensuring they are recorded, analysed, and resolved in line with internal policies and Central Bank regulations.

Key responsibilities

• Receive, register, classify, and track customer complaints, requests, and feedback submitted to the Ombudsman Office.
• Conduct preliminary case analyses and request additional information from responsible departments.
• Monitor regulatory deadlines and guarantee timely responses.
• Prepare clear, objective replies that comply with internal policies and regulatory requirements.
• Support the preparation of management reports and performance indicators for the Ombudsman function.
• Assist in monitoring complaints filed with regulatory agencies and external platforms.
• Maintain up‑to‑date records and controls of customer cases and actions taken.
• Identify root causes and suggest process or product improvements.
• Support internal and external audits related to Ombudsman activities.
• Ensure compliance with Central Bank regulations and other applicable requirements.

Required profile

• Previous experience in Customer Service, Ombudsman, Customer Support (SAC), Compliance or related areas is a plus.
• Strong written and verbal communication skills.
• Excellent organizational abilities, attention to detail, and analytical mindset.
• Knowledge of Brazilian Central Bank regulations (BCB Resolution No. 28) is advantageous.
• Experience in the financial services or payments industry is a plus.

Required skills

• Proficiency with Microsoft Excel.

What we offer

• Annual performance‑based bonus.
• Meal allowance and flexible benefit card.
• Financial support for undergraduate, postgraduate, and MBA programs.
• Dedicated budget for workshops, courses, and certifications.
• Language classes in Spanish, English, and Portuguese.
• Comprehensive medical and dental coverage.