Customer Excellence Junior Analyst

Nubank is a digital banking platform and technology-leading company that was founded in 2013 to redefine people's relationships with money across Latin America. The Customer Excellence team is looking for a Junior Analyst to provide outstanding customer experience to everyone by answering chats, emails, and calls, empowering customers, analyzing customer data, and identifying opportunities to improve internal processes. The ideal candidate should be passionate about customer service and technology, have great people skills, be data-driven, analytical, and attentive to details. The position is based in Bogotá, Colombia.

• 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

• Studying or have a professional degree
• Spanish speakers and have intermediate/advanced knowledge of English
• 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

• Health and life insurance
• NuCare - mental health and wellness assistance program
• Vacations of 15 workdays
• NuLanguage - language learning program
• Parental leaves
• Chance of earning equity at Nubank