Ombudsman Assistant

Description

Job Summary: Professional responsible for receiving, registering, and tracking complaints and inquiries submitted to the Ombudsman's Office, ensuring information accuracy and service quality. Key Highlights: 1. Comprehensive handling of complaints and inquiries through the Ombudsman's Office and Customer Service Center (SAC) 2. Focus on confidentiality and process optimization 3. Opportunity for professionals with high school education and relevant experience **MAIN RESPONSIBILITIES:** * Receive and register complaints and inquiries submitted to the Ombudsman's Office—including complaints, denunciations, requests, suggestions, and compliments—ensuring information accuracy. * Provide service through available channels, maintaining appropriate conduct and communication, and adhering to institutional standards. * Perform initial triage and classification of requests based on their nature, criticality, and involved departments, in accordance with defined internal procedures and workflows. * Route complaints and inquiries to the respective competent departments, monitor response deadlines, and record necessary updates regarding service progress. * Manage end-to-end handling of assigned complaints and inquiries—from receipt to final closure—ensuring accurate completion of records and consistency of information. * Organize and attach required documents and evidence for case analysis, ensuring each process is properly documented. * Consolidate data from received complaints and inquiries, supporting indicator analysis and report preparation for the department. * Ensure proper organization and archiving of individual case files, in compliance with confidentiality and information retention policies. * Assume responsibility for the quality, reliability, and performance of information and tasks under one's supervision, meeting all established deadlines. * Safeguard the confidentiality of technical, commercial, and business information accessed during job execution. * Propose and implement process improvements within one's area of responsibility, focusing on productivity enhancement and result optimization. * Perform other related duties and support leadership on matters inherent to the department, as required by business needs. **REQUIREMENTS FOR THIS POSITION:** * Completed high school education. * Prior experience in customer service routines within SAC or Ombudsman's Office environments. * Basic understanding of confidentiality, ethics, and appropriate information handling. * Intermediate proficiency in Microsoft Office suite. **PREFERRED QUALIFICATIONS:** * Basic knowledge of data protection and information confidentiality (LGPD). * Familiarity with demand registration systems, protocols, and operational indicators. * Currently pursuing a bachelor's degree in Administration, Law, Process Management, or related fields. **Diversity strengthens us!** If you are a person with a disability, our opportunities await you. **Join our team!**