Process Analyst focused on mapping and improving organizational processes at Prosperi. Join a dynamic team committed to continuous learning and innovation in digital solutions.
About the role
- Customer Relationship Analyst in a hybrid model, ensuring client satisfaction and support in a financial institution. Join Quanta Previdência for a collaborative work environment.
Responsibilities
- Assist customers to understand their needs and concerns, ensuring they receive appropriate support with quality and efficiency.
- Analyze reports on service performance, highlighting areas of success and opportunities for improvement.
- Evaluate service and customer experience metrics to identify patterns and areas for enhancement.
- Resolve issues received by the Customer Relationship Center, especially those escalated by the back-office team.
- Communicate clearly and listen attentively to facilitate customer understanding of the situation and to aid communication between customers and different company departments.
- Maintain accurate and up-to-date records of customer interactions.
- Carry out customer identification procedures prior to service, ensuring compliance with LGPD (Brazilian Data Protection Law) and protection of customer privacy, and perform operations as set out in the Entity's regulations and processes.
- Encourage customers to provide ratings of our service, as these are a key source of feedback and represent the customer’s voice within the company.
- Propose improvements to optimize service and customer satisfaction.
Requirements
- Completed higher education (Bachelor's degree or equivalent)
- Experience in customer service / Customer Success (CS)
- Financial certification
- Experience in financial institutions
- Postgraduate qualification (advantage)
- Experience with pension/retirement products (advantage)
Benefits
- Meal/food allowance (VA/VR): BRL 1,751 + additional flexible balance BRL 250
- Transportation voucher
- Health insurance - no copay and no cost to you or your dependents
- Dental plan - no copay and no cost to you
- Private pension contribution (6% of salary)
- Childcare / nanny allowance
- Life insurance
- Education assistance (after 6 months or as needed)
- Performance-based bonus (PPR) twice a year (subject to targets and performance)
- Birthday day off
- Supportive culture
- Communication
- Training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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