Customer Excellence Analyst

hace 1 semana

Bogotá, Bogotá D.E., Colombia Nubank A tiempo completo

About Us

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world's largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit our institutional page here.

Our Customer Excellence team is building a community of fanatical customers by providing outstanding customer experience to everyone. Everything we do has our clients at the center - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.

We are always looking for the most innovative and creative professionals. If you are tired of bumping into the same solutions for old problems, we might be the next step in your career.

As a Customer Excellence Junior Analyst, you're expected to:

  • Provide support to our customers by answering chats, emails, and calls
  • Empower our customers by ensuring they know our app's features
  • Analyze customer application data and documents submitted
  • Collect feedback and suggestions from customers and prospects
  • Triage and treat potential bugs and operational issues affecting customers
  • Track claims on our chargeback process
  • Call customers to confirm information needed on potential fraud cases
  • Reach out to late customers to explain payment plans
  • Identify opportunities to improve our internal processes and share with leaders

We're looking for people who are:

  • Studying or have a professional degree (Mandatory)
  • Spanish speakers with intermediate/advanced knowledge of English (Mandatory)
  • Passionate about Customer Service and technology
  • Active users of social media
  • Great people skills - good listeners, and enjoy engaging in discussions with people from different backgrounds
  • Able to give and receive constructive feedback from a customer service point of view
  • Creative problem solvers
  • Data-driven, analytical, and possess multi-tasking skills
  • Very attentive to details
  • Able to develop rapport & demonstrate a caring attitude

Our Benefits:

  • Extended maternity and paternity leaves
  • Health and life insurance
  • NuCare - Our mental health and wellness assistance program
  • Nucleo - Our learning platform of courses
  • NuLanguage - Our language learning program
  • 15 workdays of vacation
  • Gym partnership

The position is based in Bogotá, Colombia

Our Nu Way of Working:

Our work model is hybrid and has cycles that can be from two to three months according to the business expertise. For every eight or twelve weeks of remote work, one will be at the office. Check more information here.

Diversity & Inclusion:

At Nu, we want to ensure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring they do not represent a barrier when recruiting fantastic talent.

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