Customer Excellence Junior Analyst

As a Customer Excellence Junior Analyst at Nu Colombia, you will be responsible for providing exceptional customer support through various channels such as chats, emails, and calls. Your role will involve empowering customers by familiarizing them with the features of our app, analyzing customer data and documents, collecting feedback, and addressing potential bugs and operational issues. Additionally, you will be involved in tracking claims, contacting customers for fraud cases, reaching out to late customers for payment plans, and identifying opportunities for process improvement. We are looking for individuals who are passionate about customer service, technology, and social media, possess excellent communication skills, and are adept at problem-solving.

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

• Chance of earning equity at Nubank
• 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