Ombudsman Assistant

At EBANX, we believe barriers are meant to be broken. We started our journey in Curitiba, Brazil, and today we are a global company operating in more than 29 countries, with offices in Curitiba, São Paulo, Shanghai, Singapore, and Johannesburg.

Our team of over 700 Ebankers around the world connects companies such as Uber, Netflix, Spotify, TikTok, Canva, Shopee, Meta, and Shein to millions of consumers in emerging markets, creating new opportunities and revolutionizing the future of digital payments.

Our mission is clear: to provide global access for everyone. We are guided by our #TamoJunto culture, which is built on four core pillars: Shape Tomorrow, Evolve Fast, Make It Happen, and Unlock the World.

If you want to be part of a fast-growing global company that is shaping the future of digital payments, EBANX is the place for you.

• Receive, register, classify, and track customer complaints, requests, and feedback submitted to the Ombudsman Office;

• Conduct preliminary analyses of cases, requesting information from the responsible departments when necessary;

• 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 in the institution's processes and products;

• Support internal and external audits related to Ombudsman activities;

• Ensure compliance with Central Bank regulations and other applicable requirements.

• Previous experience in Customer Service, Ombudsman, Customer Support (SAC), Compliance, or related areas is considered a plus;

• Proficiency in Microsoft Office Suite, especially Excel;

• Strong written and verbal communication skills;

• Excellent organizational skills, attention to detail, and analytical abilities.

• Knowledge of regulations applicable to Ombudsman Offices of institutions regulated by the Central Bank of Brazil (BCB Resolution No. 28);

• Experience with complaint management systems and performance indicators;

• Previous experience in the financial services or payments industry.

Annual bonus based on company performance and results.

Flexible benefit card for meal and food expenses.

Financial support for undergraduate, postgraduate, and MBA programs to help you grow professionally.

Dedicated budget for workshops, courses, and certifications, encouraging continuous learning and development.

Spanish, English, and Portuguese lessons to support your personal and professional growth.

Comprehensive medical and dental coverage fully paid for employees, plus subsidized coverage for dependents.

Childcare assistance, extended parental leave for caregivers, and support programs for expecting parents and children.

100% employer-paid life insurance coverage.

Parking allowance or public transportation voucher, according to your needs.

A special day off on your birthday, semi-flexible working hours (8 hours per day, Monday through Friday), and a year-end company shutdown between Christmas and New Year's without impacting your vacation balance.

Well-being program including access to Wellhub, eSports initiatives, and partnerships with SESC.

Exclusive discounts at bakeries, restaurants, retail stores, educational programs, and much more.

Learn more about #ebanxlife on LinkedIn and Instagram and discover what it's like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.

✨ An Out Of The Ordinary career is waiting for you here!