Institutional Service Associate - PCD (Pessoa com Deficiência)

Join our Institutional Service team and make a direct impact by ensuring that client concerns and regulatory requests are addressed with professionalism and care. You will play a key role in maintaining our commitment to transparency, quality service, and regulatory compliance.

As an Institutional Service Associate within our Institutional Service team, you will be responsible for receiving, evaluating, and addressing complaints and requests, as well as monitoring regulatory submissions. You will engage with clients and internal teams, prepare reports for senior leadership and regulators, and contribute to the continuous improvement of our service quality. This role offers the opportunity to work in a dynamic environment where your proactive approach and communication skills will be highly valued.

Job Responsibilities:

• Receive, evaluate, and address complaints and requests.
• Monitor and respond to requests submitted through the Central Bank system RDR and CVM.
• Answer and manage a dedicated recorded phone line during business hours (9:00 AM to 6:00 PM).
• Conduct surveys to assess the quality of service provided to the demands addressed by the ombudsman.
• Log requests and complaints classified as demands into the appropriate system.
• Engage with and escalate matters to the relevant Line of Business when required.
• Prepare reports on Ouvidoria (Brazilian Ombudsman function) activities every six months; submit them to the board and audit committee, and publish them on the firm's website.
• Perform SISBAJUD daily processing of blocks, unblocks, and judicial transfers.
• Perform CCS daily processing - registration of clients and legal representatives with the Central Bank.
• Prepare Audit Letter statement reports.
• Handle matters related to Bank Secrecy.

• Bachelor's degree in Administration, Engineering, Economics, or Law.
• Febraban FBB200 Ouvidoria certification, or willingness to complete the certification course and exam upon hire.
• Fluent in English.
• Knowledge of MS Office package.
• Proactive and engaged approach.
• Strong communication skills.