Customer Excellence Analyst

About Us
Nu is the world’s largest digital banking platform outside of Asia, serving over 118 million customers across Brazil, Mexico, and Colombia. The company has been leading an industry transformation by leveraging data and proprietary technology to develop innovative products and services.

Guided by its mission to fight complexity and empower people, Nu caters to customers’ complete financial journey, promoting financial access and advancement with responsible lending and transparency. The company is powered by an efficient and scalable business model that combines low cost to serve with growing returns. Nu’s impact has been recognized in multiple awards, including Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Banks. Learn more :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 (nice to have ) 
• Spanish speakers and have intermediate/advanced knowledge of English (nice to have) 
• Passionate about Customer Service and technology
• 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

The position is based in Bogotá, Colombia.

Core Benefits:

• Health insurance
• Vacations of 15 workdays
• Nu Language - Language learning program
• Parental leaves

Diversity and Inclusion at Nu

We want to build products and experiences for everyone who wants to take back control over their finances, that’s why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At nu, everyone has the opportunity to speak up and participate, grow and share ideas.

Nubank continues to hire for all open roles, all interviewing and onboarding is done virtually. Everyone new to the team and our current staff will be working from home for 7-8 weeks and 1 at the office (Bogotá).