Customer Excellence Analyst - Colombia

About Us

Nu was born in 2013 with the mission to fight complexity to empower people in their daily lives by reinventing financial services. We are one of the world’s largest digital banking platforms, serving millions of customers across Brazil, Mexico, and Colombia. For more information, visit our institutional page https://international.nubank.com.br/careers/

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.

We are always looking for the most innovative and creative professionals out there. If you are tired of bumping into the same solutions for old problems, we might as well be the next step of your career.

You can read more about it in our blog and get some insights into how we work.

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

We're looking for people who are:

• 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

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

The position is based in Bogotá, Colombia

Our Nu Way of Working 

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office. Check more information here.

Diversity & Inclusion

At Nu, we want to be sure that we're building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That's why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.