A focused course, tailored for you
Latin American Fintech Customer Ombuds Operations
An integrated customer ombuds operations playbook for LatAm fintech COPC Leaders and Ombuds Managers in 2026: BACEN customer-protection framework, SUSEP customer-protection framework, customer-side incident response framework.
LatAm fintech COPC Leaders and Ombuds Managers balance BACEN customer-protection, SUSEP customer-protection, customer-side incident response. The course delivers the integrated playbook.
$199 one-time
Tailored to your situation. Access within 24 hours. 30-day money-back.
Includes a hand-built implementation playbook delivered alongside course access, generated for your specific situation.
Why this course
COPC Leaders and Ombuds Managers at LatAm fintechs balance BACEN customer-protection framework, SUSEP customer-protection framework, customer-side incident response framework, customer-side AI use-case framework, customer-side multi-language communication framework. The default ombuds operations handles each as a separate workstream. The customer's CCO reads fragmented progress.
The course delivers the integrated playbook. BACEN customer-protection framework. SUSEP customer-protection framework. Customer-side incident response framework. Customer-side AI use-case framework. Customer-side multi-language communication framework. Customer-side data-platform integration. Customer-side workforce integration. Customer-side board reporting framework. Twelve modules with deliverables. Plus a hand-built playbook for your specific operation.
The 12 modules
Module 1. The 2026 LatAm fintech ombuds landscape
Walkthrough of the 2026 LatAm fintech ombuds landscape. The the firm ombuds profile. The Mercado Pago ombuds profile. The Inter ombuds profile. The PicPac ombuds profile. The competitive landscape across LatAm fintech ombuds functions. Plus the integration with the customer's existing programme cadence and the worked example for the customer's typical operating model.
Module 2. BACEN customer-protection framework
Build the BACEN customer-protection framework. The Resolução 4860 framework. The Resolução BCB 80 framework. The customer-side BACEN customer-complaint framework. The customer-side BACEN customer-rights framework. The customer-side BACEN ouvidoria framework. The integration with the customer's existing BACEN engagement cadence. Plus the worked example for the customer's first BACEN-aligned ombuds posture.
Module 3. SUSEP customer-protection framework
Build the SUSEP customer-protection framework. The Circular SUSEP 638 framework. The customer-side SUSEP customer-complaint framework. The customer-side SUSEP customer-rights framework. The customer-side SUSEP ouvidoria framework. The integration with the customer's existing SUSEP engagement cadence. Plus the worked example for the customer's first SUSEP-aligned ombuds posture.
Module 4. Customer-side incident response framework
Build the customer-side incident response framework. The customer-side incident-classification framework. The customer-side incident-triage framework. The customer-side incident-investigation framework. The customer-side incident-containment framework. The customer-side incident-recovery framework. The customer-side post-incident review framework. Plus the worked example for the customer's first integrated incident response cycle.
Module 5. Customer-side AI use-case framework
Build the customer-side AI use-case framework. The customer-side AI use-case identification framework. The customer-side AI use-case classification framework. The customer-side AI use-case prioritisation framework. The customer-side AI use-case roadmap framework. The integration with the customer's existing AI-strategy cadence. Plus the worked example for the customer's first three AI use cases under the framework.
Module 6. Customer-side multi-language communication framework
Build the customer-side multi-language communication framework. The Portuguese-language customer communication framework. The Spanish-language customer communication framework. The English-language customer communication framework. The customer-side cross-language consistency framework. The integration with the customer's existing customer-communications cadence. Plus the worked example for the customer's typical multi-language documentation set.
Module 7. Customer-side data-platform integration
Build the customer-side data-platform integration. The customer's existing data-warehouse integration. The customer's existing customer-data-platform integration. The customer's existing CRM integration. The customer's existing complaint-management platform integration. The integration with the customer's existing data-governance framework. Plus the worked example for the customer's typical data-platform footprint.
Module 8. Customer-side workforce integration
Build the customer-side workforce integration. The ombuds analyst role evolution. The ombuds manager role evolution. The COPC leader role evolution. The customer-side training framework. The customer-side competency-assessment framework. Plus the worked example for the customer's first 12 months of workforce integration.
Module 9. Customer-side governance integration
Build the customer-side governance integration. The customer-side risk-management committee integration. The customer-side audit committee integration. The customer-side compliance committee integration. The customer-side customer-experience committee integration. Plus the worked example for the customer's typical multi-committee governance cadence. Plus the worked example for the customer's typical operating model under the integrated framework and the reference pattern from peer customer organisations.
Module 10. Customer-side board reporting framework
Build the customer-side board reporting framework. The integrated ombuds dashboard. The integrated customer-complaint dashboard. The integrated customer-experience dashboard. The integrated regulatory dashboard. The exception-reporting framework. The forward-look framework. The integration with the customer's existing board cadence. Plus the worked example for the board briefing pack.
Module 11. Customer engagement structure
Build the customer engagement structure. The discovery phase. The diagnostic phase. The transformation phase. The sustainment phase. The renewal conversation. The customer-side programme-governance committee integration. Plus the worked example for a 12-month customer engagement and the pricing framework. Plus the worked example for the customer's typical operating model under the integrated framework and the reference pattern from peer customer organisations.
Module 12. Your 10-week build plan
Week by week. Weeks 1-2: landscape and BACEN customer-protection framework. Weeks 3-4: SUSEP customer-protection framework and customer-side incident response framework. Weeks 5-6: customer-side AI use-case framework and customer-side multi-language communication framework. Weeks 7-8: data-platform, workforce, governance integration. Weeks 9-10: board reporting framework, customer engagement structure. Deliverable: an integrated ombuds operations playbook ready for the next 12-month programme.
How this addresses your situation
Specific modules that map to what you said you are dealing with.
BACEN → Module 2.
SUSEP → Module 3.
Customer incident response → Module 4.
Customer AI use-case → Module 5.
Multi-language communication → Module 6.
Customer data platform → Module 7.
Customer workforce → Module 8.
Customer governance → Module 9.
Board reporting → Module 10.
Who it is for
For COPC Leaders and Ombuds Managers at LatAm fintechs, principal ombuds consultants serving LatAm fintechs.
Who this is NOT for. Pure non-LatAm-fintech practitioners. Practitioners with no ombuds operations context.
How it arrives
Text-based course via LMS, plus downloadable templates and worked examples and the hand-built playbook.
Time investment. Roughly 18 hours of reading and 60 to 120 hours of build effort across the 10-week plan.
Why $199 is the right number
External LatAm fintech ombuds operations consultants charge from 200,000 to 1,500,000 BRL. 199 USD buys the focused playbook and the implementation document for your specific operation.
FAQ
Does this cover Mexican fintech ombuds?
Module 1 covers Mexican fintech adjacency.
What about Argentine fintech ombuds?
Module 1 covers Argentine fintech adjacency.
Does this cover Colombian fintech ombuds?
Module 1 covers Colombian fintech adjacency.
What is in the implementation playbook for me specifically?
Ombuds operations playbook tuned to your specific operation.
30-day money-back guarantee. If after a week of working through the materials this is not what you needed, reply to the receipt email and a full refund is processed. No questions, no forms.
