Customer Service Analyst- Exclusive for people with disabilities

Nubank; Puerto Bogotá; Hybrid; COP 24,000,000 - 36,000,000; Full time

Benefits offered by this job

Extended maternity and paternity leave

Health and life insurance

NuCare - Mental health and wellness

Nucleo - Learning platform

NuLanguage - Language learning

Vacations of 15 workdays

Gym partnership

Work-from-home Allowance

Parental Consultancy

Relocation Assistance Package

Job summary

Nubank is seeking a disability-inclusive Customer Support professional in Bogotá to deliver empathetic service across chat, email and phone, helping customers maximize the app and resolve inquiries. You’ll verify documents, handle chargebacks, and assist in payment options while identifying issues for improvement.

We value attentive listeners who excel at multitasking, with strong empathy, trust-building, and data-oriented thinking to delight customers and safeguard their experiences.

Qualifications

• Exclusive for people with disabilities
• Passion for customer service and technology
• Good listeners who enjoy talking with people from different backgrounds
• Build trust and show empathy
• Give and receive feedback constructively
• Creative problem solvers
• Analytical, data-oriented, able to multitask
• Highly detail-oriented

Responsibilities

• Support customers through chat, email and phone with empathy and clarity.
• Explain app features to ensure customers get the most out of the product.
• Review information and documents customers submit.
• Follow up on claims within the chargeback process.
• Contact customers to confirm information in potential fraud cases.
• Reach out to customers with late payments and explain options.
• Identify and escalate potential bugs or operational issues.
• Collect feedback and suggestions from customers and prospects.
• Propose improvements to internal processes and share with leaders.

Skills

Customer service

Empathy

Active listening

Trust & empathy

Constructive feedback

Creative problem solving

Analytical

Detail oriented

Job description

About Nu

Nu serves more than 140 million customers, guided by a mission to fight complexity and empower people. The company has been leading an industry transformation through innovative products and human-centered services.

Proprietary technology and data at scale power Nu's digital platform, built to promote financial access, advancement, and transparency. Its business model thrives on customer love and lower costs, feeding a flywheel of growth and profitability. Visit our Institutional Page

About the Role

At Nu, we are building a community of customers who are fans of our brand, and we do it by delivering an exceptional experience in every interaction. Our customers are at the center of everything we do: from how we design our products to how we resolve each case. That is how we build real relationships with them, and why millions of people across Latin America choose us.

We are looking for curious, creative people who want to move beyond the usual solutions. If that sounds like you, this could be your next career step.

You’ll be Responsible for

• Support our customers through chat, email and phone, resolving their questions with empathy and clarity.

• Help customers get the most out of our app by explaining its features.

• Review the information and documents customers submit with their requests.

• Follow up on claims within our chargeback process.

• Contact customers to confirm information in potential fraud cases.

• Reach out to customers with late payments to explain the payment options available.

• Identify, classify and elevate potential bugs or operational issues affecting customers.

• Collect feedback and suggestions from customers and prospects.

• Propose improvements to our internal processes and share them with your leaders.

What We're Looking For Someone Who Has

• This position is exclusively for people with disabilities

• People who are passionate about customer service and technology.

• Good listeners who enjoy talking with people from different backgrounds and are willing to go the extra mile to delight customers.

• People who build trust and show empathy.

• People who give and receive feedback constructively.

• Creative problem solvers.

• Analytical, data-oriented people who can handle multiple tasks at once.

• Highly detail-oriented.

Work Setup

Location

Bogotá, Colombia

Work model

Hybrid

Office requirement

Hybrid 1 week/cycle. Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months.

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

• Vacations of 15 workdays

• Gym partnership

• Work-from-home Allowance

• Parental Consultancy

• Relocation Assistance Package, if applicable

Our recruitment process may involve the use of artificial intelligence-enabled tools, such as automated interview transcription and analysis, to support the evaluation process. Artificial intelligence is not used to make final hiring decisions; all decisions are made by human reviewers.
To maintain a consistent and fair process for every candidate, Nu does not provide individualized technical feedback. See how our policy works here