Analyst Relations & Insights Coordinator supporting Merkle’s analyst relations and insights initiatives. Manages daily operations and external communications across projects and supports strategic relationships.
About the role
- Analyst in financial relationships ensuring quality service and compliance at Paraná Banco. Focusing on improving customer experience and process efficiency in Curitiba's hybrid model.
Responsibilities
- Analyze and monitor the area's requests, ensuring organization, deadline control and quality of deliverables.
- Perform careful analysis, validate information and gather data from the internal areas involved.
- Draft clear, objective responses aligned with the company's institutional position and regulatory requirements.
- Validate information, data and documents to ensure compliance and accuracy before returning to customers.
- Monitor response deadlines and ensure compliance with established SLAs.
- Work on case resolution by coordinating with internal teams to address customer requests.
- Record, track and manage cases, maintaining history and organized information.
- Prepare, validate and monitor reports and metrics related to complaints.
- Support departmental processes to ensure timely deliveries.
- Contribute to process improvements and recurrence prevention based on analysis of received complaints.
- Liaise with partner areas and/or external suppliers to ensure alignment and process compliance.
- Develop materials on metrics and action plans in progress for presentations and executive reports.
- Participate in meetings, presenting results and improvement insights. Present metrics to other areas as well as action plans and track these deliverables in the planner.
Requirements
- Bachelor's degree (Administration or related fields).
- Knowledge of payroll-deductible loan products (consigned loans).
- Experience handling complaints through formal channels.
- Analytical mindset, well organized and strong deadline management skills.
- Excellent verbal and written communication with strong argumentation skills.
- Comfortable interacting with different internal and external stakeholders.
- Proficient in preparing reports, controls and metrics.
- Intermediate knowledge of Excel and/or analysis tools.
- Experience in the financial or banking sector (desirable).
- Experience with service and reputation metrics (SLA, resolution rate, customer satisfaction) (desirable).
- Knowledge of continuous process improvement and root cause analysis (desirable).
Benefits
- 🍞 Meal and Food Vouchers (No deductions!)
- 🚌 Transportation allowance (if required)
- 💊 Health and Dental Insurance
- 📝 Partnerships with restaurants, universities, travel networks and language schools
- 💬 Psychological counseling
- 💉 Vaccination campaigns
- 🔒 Life insurance
- 📋 Social services
- 📚 Corporate Academy – Learning.Rocks
- 🎁 Birthday day off (one day off during your birthday month)
- 🏋️ Gympass
- 💰 Profit-sharing (PLR)
- 👶 Childcare assistance or babysitter allowance
- 👨🍼 Maternity leave of 6 months and paternity leave of 30 days
- 👚 No dress code: dress as you prefer!
- 🏬 At our on-site headquarters you will find: a common lounge area and a lactation room
- 🏆 Talent referral program
Job title
Job type
Experience level
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Degree requirement
Location requirements
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