Business Continuity Analyst delivering governance support and analytics for operational resilience in the insurance sector. Collaborating on data integrity and IT Service Continuity Management initiatives.
About the role
- Analista de Ouvidoria I na Realize atuando no atendimento e análise de demandas de clientes. Colaborando na organização de informações e registro de reclamações.
Responsibilities
- Attend to and resolve customer complaints and requests, using analytical skills to identify response alternatives that improve success in reviews by regulatory bodies (BACEN);
- Record and analyze customer complaints, ensuring correct handling and workflow;
- Monitor and update the status of requests, ensuring clear and accurate communication with customers;
- Interact with internal departments to obtain information and resolve cases;
- Contribute to maintaining the Ombudsman knowledge base by recording lessons learned and suggested improvements;
- Identify and propose changes to the institution's operational and service workflows;
- Analyze the context and the customer's full experience leading up to the complaint to find a solution that resolves the dispute;
- Support the preparation of operational reports and the updating of area indicators.
Requirements
- Bachelor's degree completed or in progress in Business Administration, Law, Economics, Accounting or related fields;
- Ombudsman certification (may be obtained after hire);
- Strong verbal and written communication skills for proper recording of complaints and interaction with customers and internal teams;
- Organized and detail-oriented to ensure accurate recording and follow-up of requests;
- Basic knowledge of CRM tools and ticketing/recording systems;
- Ability to work in a team and adapt to different scenarios
- Preferred (Differential)
- Knowledge of the banking sector and prior ombudsman experience (BACEN, PROCON, official communications);
- Knowledge of Central Bank rules and consumer protection legislation;
- Experience analyzing information and interpreting data;
- Intermediate knowledge of Excel and Power BI to support indicator reporting.
Benefits
- Not specified
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