Customer Excellence Analyst

About Us

Nu is one of the largest digital financial platforms in the world, with more than 122 million customers across Brazil, Mexico, and Colombia. Guided by our mission to fight complexity and empower people, we are redefining financial services in Latin America and this is still just the beginning of the purple future we're building.

Listed on the New York Stock Exchange (NYSE: NU), we combine proprietary technology, data intelligence, and an efficient operating model to deliver financial products that are simple, accessible, and human.

Our impact has been recognized by global rankings such as Time 100 Companies, Fast Company’s Most Innovative Companies, and Forbes World’s Best Bank. 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 (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:

• Chance of earning equity at Nu
• 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
• Work-from-home Allowance
• Parental Consultancy
• Relocation Assistance Package, if applicable

Work Model for this Role

Hybrid 1week/cycle: Our hybrid work model brings us to the office for one week every cycle, which may vary between one and three months. For more details, visit https://building.nubank.com/nu-hybrid-work-model/