Ombudsman Analyst

Summary

Join the CloudWalk Wolfpack, a rapidly growing fintech company, as a Customer Support Specialist. You will be responsible for handling customer inquiries through various channels, drafting responses to regulatory bodies, managing administrative tasks, advising the engineering team, and collaborating with other teams to improve products and processes. Excellent communication skills in Portuguese and intermediate English are required, along with strong organizational, analytical, and problem-solving abilities. Experience in consumer law and conflict mediation is a plus, as is familiarity with generative AI. The role is fully remote, requiring autonomy, collaboration, and a passion for technology.

Requirements

• Excellent written and oral communication skills
• Excellent Portuguese communication
• Intermediary English skills
• High attention to details
• Strong organizational skills
• Good analytical skills
• Fast learning
• Love for technology
• Ability to be flexible to changing priorities in a fast-paced environment
• As a member of a fully remote and distributed team, you are expected to complete tasks autonomously, being highly collaborative and self-driven

Responsibilities

• Receive, handle, monitor and respond to customer demands
• Interface with our customers through the Ombudsman contact channels (telephone and email)
• Draft responses to Citizen's Demands Registration System (BACEN-RDR) and municipal and state PROCONs
• Keep tabs and manage administrative demands alongside our legal partners
• Provide advice on customer related situations to the Customer Support Engineering Team
• Interface with other teams to align strategies and suggest improvement on products and processes

Preferred Qualifications

• Previous experience in Consumer law and conflict mediation
• Keen interest in learning and applying the latest technology to daily work is essential; knowledge and experience with GenAI (e.g., ChatGPT)