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Act as the principal person in charge of the Ombudsman (Ouvidoria) channel in Brazil.
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Operate and maintain the official Ombudsman email and Ombudsman phone line (0800), ensuring service standards required by the Brazilian Central Bank.
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Receive, register, instruct, analyze and provide formal and adequate treatment to all demands received through the Ombudsman channel, creating and keeping the minimum mandatory records
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Comply with regulatory response deadlines.
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Prepare the semiannual qualitative and quantitative Ombudsman report.
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Provide support to the Brazilian team on all Central Bank mandatory matters related to the Ombudsman channel, acting as the technical and operational reference for the function and liaising with Compliance, Legal, Internal Audit and SAC.
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Manage the Reclame Aqui channel, responding to complaints within SLA and keeping the company's score above 8.0.
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Ensure frontline operations are smooth within the ombudsman channels (email + telephone), including flagging out any necessary discrepancy or situational risk to management on time.
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Serve as a subject matter expert (SME) for client inquiries, focusing on trade-related issues and investigating trade-related concerns effectively.
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Demonstrate proficiency in all the company's all products, utilizing trading knowledge to provide expert-level support and guidance.
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Ensure efficient and excellent customer service experience is provided.
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Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients, with particular attention to on/off-ramp issues in Brazil (Pix, BRL deposits/withdrawals, fiat-crypto conversions and local PSP integrations).
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Continuously seek improvement to enhance team's performance and work efficiency, including overall work process.
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Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.
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Ideal candidate possess bachelor degree in finance / economics / international relations / law or any related capacity
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Mandatory Ombudsman certification issued by a recognized technical entity (e.g., FEBRABAN, ABBC, ANBIMA or ANCORD).
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Preferably candidates with 3-5 years of customer service experience, trained in frontline operations (Live Chat and Email) and ideally within financial institutions or fintech environments.
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Advantageous for candidates with experience working in financial institutions, fintech, payment institutions, CTVM/DTVM, VASPs (Virtual Asset Service Providers) or in Ombudsman/SAC level 2/Consumer Defense channels.
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Knowledge of BCB regulation applicable to the Ombudsman function, CDC, LGPD and applicable VASP regulation.
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Someone with sharp acumen and keen eyes with numbers and statistics is ideal for this position.
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Proficient in Portuguese & English in communication and writing in order to liaise with dedicated market counterparts and global teams.
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Possess great passion to develop knowledge and a long-term career in fintech/crypto trading firms.
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Team player, who is committed and self-driven, with the ability to respond positively to a client's request for assistance, with impartial, ethical and independent posture required by the Ombudsman role.
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Able to perform 5 days' rotational shift work including weekends & Public Holidays, with availability to attend the Ombudsman phone line during business hours.