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Nu is seeking a Customer Excellence Junior Analyst to join their team in Bogota, Colombia. Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. The Customer Excellence team focuses on building a community of fanatical customers by providing outstanding customer experiences.
The Customer Excellence Junior Analyst will provide support to customers, analyze data, collect feedback, triage bugs, track claims, and identify process improvements.
Responsibilities:
- Provide support to our customers answering chats, emails and calls
- Empower our customers by making sure they know our app’s features
- Analyze customer's 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
Requirements:
- Studying or have a professional degree (Mandatory)
- Spanish speakers and have 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 and are willing to go beyond and enchant customers
- Able to give and receive constructive feedback from a customer service point of view
- Creative problem solver
- Data-driven, analytical and multi-tasking skills
- Very attentive to details
- Able to develop rapport & demonstrate a caring attitude
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
- Vacations of 15 workdays
- Gym partnership
Nubank
Nubank is a financial institution focused on providing the best experience to its clients while ensuring compliance with regulatory demands, particularly in Anti-Money Laundering (AML) operations. It actively identifies and addresses suspicious activities to protect against financial crimes and contribute to a more ethical society. Nubank collaborates with various departments to minimize risks and enhance reporting capabilities, adhering to AML/FT laws and industry standards. The company emphasizes data quality, due diligence, and continuous improvement of processes to maintain regulatory compliance and support sustainable growth in Brazil and Mexico.