Customer Excellence Analyst

Nu Colombia; Bogotá; On-site; COP 18,000,000 - 28,000,000; Full time

Benefits offered by this job

Health insurance

15 workdays of vacation

Language learning program

Parental leaves

Job summary

A leading digital banking platform is seeking a Customer Excellence Junior Analyst in Bogotá. This entry-level role includes supporting customers through various channels, analyzing data, and collecting feedback. Ideal candidates are passionate about customer service, have great people skills, and enjoy engaging with diverse backgrounds. The position offers benefits such as health insurance and a language learning program.

Qualifications

• Studying or have a professional degree is a plus.
• Good level of English is an advantage.
• Creative problem solver with strong people skills.
• Great people skills – good listeners, and enjoy engaging with people from different backgrounds.
• 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.

Responsibilities

• Provide support to customers via chats, emails, and calls.
• Analyze customer's application data and collect feedback.
• Triage potential bugs and track claims on chargeback process.
• 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.

Skills

Passionate about Customer Service

Great people skills

Creative problem solver

Data-driven and analytical skills

Attention to detail

Constructive feedback ability

Education

Professional degree (nice to have)

Intermediate/advanced English

Job description

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About Us

Nu is the world’s largest digital banking platform outside of Asia, serving over 118 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.

Our Customer Excellence Team

We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it – 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.

Role Overview

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

• 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

Qualifications

• Studying or have a professional degree (nice to have)
• Spanish speakers and have intermediate/advanced knowledge of English (nice to have)
• Passionate about Customer Service and technology
• 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

Location

The position is based in Bogotá, Colombia.

Core Benefits

• Health insurance
• Vacations of 15 workdays
• Nu Language – Language learning program
• Parental leaves

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that’s why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At nu, everyone has the opportunity to speak up and participate, grow and share ideas.

Hiring Process

Nubank continues to hire for all open roles, all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).

Seniority level

Entry level

Employment type

Full-time

Job function

Other

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