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Job Summary: The professional will work technically, independently, and impartially within the Ombudsman's Office to handle complaints and regulatory requests, ensuring compliance and continuous improvement. Key Highlights: 1. Act independently and impartially within the Ombudsman's Office 2. Ensure compliance with regulatory requirements and response quality 3. Contribute to continuous process improvement and customer experience **Company Description** Serasa Experian is Brazil's first and largest Datatech company. A leader in risk and opportunity intelligence solutions focused on credit journeys, authentication, and fraud prevention. Leveraging cutting-edge technology, innovation, and top talent, it transforms risk uncertainty into optimal decisions—helping individuals achieve their dreams and enabling businesses of all sizes and sectors to thrive. We have 22,000 people operating across 32 countries, and every day we invest in new technologies, talented professionals, and innovation to help all our customers maximize every opportunity. With its corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100. **Job Description** Work technically, independently, and impartially within the Ombudsman's Office to handle second-tier complaints and regulatory channel requests, ensuring compliance with regulatory agency requirements, response quality and timeliness, root cause analysis, and contribution to continuous improvement of processes, products, and customer experience. **Responsibilities and Duties:** * Handle, register, and address complaints originating from regulatory and reputational channels (BACEN, 0800 hotline, Consumidor.gov, PROCON, and Reclame Aqui), ensuring adherence to regulatory agency guidelines, current legislation, and internal policies; * Conduct technical and impartial analysis of requests, evaluating root causes, customer impact, and potential regulatory, reputational, or operational risks; * Draft clear, conclusive, and technically grounded responses, respecting regulatory deadlines, institutional quality standards, and customer experience principles; * Engage and monitor internal departments to resolve cases, ensuring information accuracy and alignment of submitted evidence; * Identify opportunities for improvement and propose recommendations to business areas, product teams, and customer service units, focusing on reducing recurrence and preventing reoccurrence. **Qualifications** * Valid Ombudsman Certification required; * Strong verbal and written communication skills, with ability to draft clear, concise, and well-founded responses; * Strong organizational and deadline management skills, ensuring compliance with regulatory requirements; * Prior experience with financial products and knowledge of BACEN regulations applicable to the Ombudsman's Office; * Analytical capability, critical thinking, attention to detail, ethical conduct, impartiality, and confidentiality in case handling; * English proficiency desirable **Additional Information** Serasa Experian is much more than you imagine. Driven by the purpose of creating a better future—expanding opportunities for individuals and businesses—in Brazil we are over 4,000 people working across diverse teams and specialties. Here, every skill and diversity complements one another, and you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with personal commitments and interests, prioritizing well-being. We dedicate ourselves to being one of the best and most innovative companies to work for in the country, offering extraordinary experiences and careers for our people. Our strong people-first approach is externally recognized through multiple market certifications: awarded by Great Place To Work™ in 24 countries and certified internationally as a Top Employer, recognized as one of the best companies for young professionals, and rated 4.6 on Glassdoor. Each recognition confirms we are on the right path—providing an ever-better workplace for our talents.
