Call Center Specialist building lasting member relationships and educating on financial services at Corning Credit Union. Responsible for troubleshooting, resolving inquiries, and processing transactions.
About the role
- SAC Analyst managing customer complaints and inquiries for Caixa Residencial. Collaborating with internal teams to ensure quality and resolution of issues.
Responsibilities
- Handle end-to-end processing of received complaints on SAC and Reclame Aqui;
- Draft strategic, clear public responses aligned with the brand's positioning;
- Ensure compliance with defined SLAs and quality standards;
- Mediate conflicts with dissatisfied customers and detractors;
- Analyze recurring issues and identify root causes of complaints;
- Propose and monitor action plans;
- Monitor and analyze metrics such as Consumer Score, resolution rate, response rate, and recurring complaints;
- Work proactively to reduce new Reclame Aqui registrations;
- Support quality and customer experience initiatives (TQC/CX).
Requirements
- Currently enrolled in a bachelor’s program (Law, Communications, Business Administration), or other programs that develop competencies compatible with analytical service, problem solving, quality, communication, and customer experience;
- Knowledge of Power BI (visualizations and basic report creation);
- Analytical ability to read and interpret data;
- Solid experience in SAC/customer service;
- Handling complaints on public channels, especially Reclame Aqui (mandatory), Consumidor.gov.br (plus);
- Interpretation of KPIs (Consumer Score, Resolution Rate, Response Rate, RA1000);
- Strategic drafting of public responses;
- Deadline and SLA management;
- Ability to handle critical complaints, detractor customers, and brand exposure;
- Ability to analyze root causes of recurring complaints;
- Propose process improvements together with internal areas;
- Prepare management reports and diagnostics;
- Knowledge of quality indicators (TQC, NPS, CSAT, FCR);
- SLA and priority management;
- Knowledge of CDC (Consumer Defense Code), the new Insurance Law, and LGPD (Brazilian Data Protection Law);
Benefits
- SulAmérica Health Insurance
- SulAmérica Dental Insurance
- Life Insurance
- Family funeral assistance
- Medication reimbursement
- Private pension plan
- Meal and food vouchers
- Transportation voucher
- Christmas gift basket
- 14th basket (additional holiday basket)
- Extended maternity leave: 6 months
- Extended paternity leave: 20 days
- Childcare or nanny allowance
- Assistance for children with disabilities
- Quick on-site massage once a week at the office
- Workplace exercise session once a week on-site
- Breakfast provided
- TotalPass
- Day off
- APCEF partnership
- Caixa University
- Profit sharing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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