DivZero Credit Recovery, as part of the RCB Investment Group, is one of the leading companies in credit management and recovery. As a direct partner of Banco Bradesco, it manages Bradesco’s contracts transparently and efficiently. We are seeking a professional to support our day-to-day client service activities; **Responsibilities and Duties** * Customer Complaint Management: End-to-end handling of complaints received through official channels (PROCON, Consumidor.gov) and regulatory bodies (BACEN), ensuring compliance with both regulatory and internal deadlines (SLA). * Reclame Aqui Mediation: Monitor and respond to complaints on the Reclame Aqui platform, aiming to reverse dissatisfaction metrics and maintain the company’s and its partners’ positive reputation. * Root Cause Analysis: Investigate the origin of complaints (process errors, system failures, or service conduct issues) and propose preventive and corrective action plans for the involved departments. * Legal and Compliance Support: Gather supporting documents, evidence of service interactions, and other materials to assist in administrative or judicial proceedings, ensuring responses align with compliance policies and applicable regulations. * Reporting and Dashboards: Prepare periodic reports containing key metrics such as complaint volume, reasons for complaints, average response time, and resolution rate, reporting results to management. * Resolution-Oriented Customer Service: Contact customers via phone or e\-mail, when necessary, to clarify doubts, mediate conflicts, and formalize agreements that resolve complaints amicably. **Requirements and Qualifications** * Completed high school education (college degree in progress or completed is considered a plus); * Proficiency in Microsoft Office Suite, especially Excel (intermediate level); * Strong verbal and written communication skills, with ability to draft clear texts and reports; * Organizational skills, attention to detail, and ability to manage multiple concurrent tasks; * Collaborative mindset, proactive attitude for teamwork and cross-departmental interaction. * Prior experience in Ombudsman offices or Critical Customer Service Units within collection agencies or banks is desirable. **Additional Information** * Compensation: R$1\.950,00 * Performance Bonus: up to 6 salaries per year; * Bradesco Health Plan – 100% covered for the primary insured; * Bradesco Dental Plan – optional; * Meal/food allowance of R$57.00/day via Caju Flexible Card; * Transportation Allowance or Fuel Allowance – choose the best commuting option, with no payroll deduction; * TotalPass – access to gyms, studios, and wellness services with exclusive discounts; * Remote Work Allowance; * Birthday Day Off; * Structured Career Plan – real growth and development opportunities; * Hybrid Work Model; * Location: São Bento I, São Paulo/SP. The **RCB Group** specializes in structuring, investing in, and operating receivables and credit assets. Our mission is to be an indispensable agent in the credit lifecycle, delivering maximum efficiency and technological innovation in credit and receivables management. **DivZero Credit Recovery**, as part of the **RCB Group**, is one of the leading companies in credit management and recovery. As a direct partner of Banco Bradesco, it manages Bradesco’s contracts transparently and efficiently. We understand that each customer has a unique story and may sometimes face difficult situations. Thus, we commit to providing accessible service and flexible solutions, ensuring swift and appropriate resolution tailored to each individual’s circumstances. We have built our business upon solid principles: Transparency and Ethics, Entrepreneurial Spirit, Excellence and Results, and Meritocracy.
João Silva
Indeed · HR
João Silva
Indeed · HR
