Serve members and cooperatives with excellence through channels such as phone and chat, handling requests related to payment, receivables and acceptance products.
Log, track and ensure resolution of tickets with empathy, a sense of responsibility and focus on completing processes.
Identify continuous improvement opportunities based on user feedback, contributing to the evolution of the user experience.
Collaborate with different areas of Sicredi to ensure an integrated and efficient journey for members.
Provide specialized technical support to cooperatives and members in the area of payments and receivables for business customers (legal entities).
Monitor and update documents related to the area’s processes.
Monitor OKRs and operational indicators.
Propose improvements based on feedback received from users.
Identify business risks and act proactively to mitigate them.
Foster business and contribute to revenue generation.
Guide users on processes, products and services.
Handle requests and ensure their resolution within established deadlines.
Contribute to the continuous improvement of customer service and products.

Passion for serving people and resolving requests with quality, agility and a focus on the member experience.
Ability to build trusting relationships and collaborate effectively with different audiences.
Analytical capability to interpret information, monitor indicators and support data-driven decision making.
Genuine interest in continuous learning and professional development.
Commitment to diversity, inclusion and respect for people.
Alignment with cooperative culture and the purpose of generating positive impact for members and communities.
Proactive, with a sense of ownership, initiative and results orientation.
Clear and empathetic communication for phone, chat and other relationship channels.
Organization and attention to detail for logging, tracking and resolving requests.
Ability to work in dynamic environments, prioritize activities and meet deadlines.
Preferred / Nice to have:
Knowledge of financial products and services, especially related to payments, receivables and payment methods.
Familiarity with tracking indicators, OKRs and continuous process improvement.
Experience in customer service, operational support or relationship with members.
Knowledge of service tools, ticket management systems or CRM.

14th and 15th fixed salaries
Profit-sharing (based on seniority)
Health and dental insurance with no copayment
Wellness programs with Wellhub (formerly Gympass), nutrition, psychology, occupational health, massage, running groups and local gym
Meal and food allowances – with flexible allocation between meal/food cards, no copayment
Extended maternity and paternity leave
Childcare or nanny allowance for children up to 6 years and 11 months
Allowance for children with disabilities, no age limit
Life insurance
Private pension plan up to 8% of salary
Training platform – Sicredi Aprende, with a variety of courses
40-hour workweek – using a time bank system
Telework allowance (except for positions that are 100% on-site).

Junior Customer Service Analyst (Preference given to Black candidates)

Key skills