Analista Portfolio II working on data treatment, dashboard generation using SQL, Phyton, and Power BI for Zurich. Aiming at analyzing KPIs and tracking results across digital channels.
About the role
- Customer Support Analyst managing non-solved client demands through final assistance processes at Flash. Engaging proactively with internal departments for improvements while ensuring customer satisfaction.
Responsibilities
- Act as the final point of contact, receiving and handling customer requests that, as a rule, are not resolved by primary channels.
- Record and analyze each submission, ensuring fair, welcoming treatment aligned with regulatory requirements and company guidelines.
- Provide claimants with updates on the progress of their requests, maintaining transparent communication within established timeframes.
- Prepare and issue conclusive, well-supported responses, observing regulatory deadlines and the required quality standards.
- Liaise with internal teams to find accurate, integrated solutions to issues received by the Ombudsman function.
- Proactively identify recurring root causes and opportunities to improve processes and products.
- Contribute to strengthening the customer experience and the company’s institutional image by ensuring fair and empathetic treatment.
Requirements
- Bachelor’s degree (preferably in Law, Business Administration, Communication – Consumer Relations, or related fields).
- Previous experience in Ombudsman, PROCON, SAC and/or regulatory areas.
- Knowledge of Central Bank Resolution No. 28/2020 and other applicable regulations.
- Familiarity with the Consumer Protection Code (CDC) and PROCON.
- Strong writing skills and critical analysis.
- Clear, assertive communication: ability to draft formal responses in a strategic and objective manner.
Benefits
- Flash Card (the beloved pink one!) with flexible benefits: meal, food, mobility, health, education, culture and wellness
- Health plan
- Life insurance
- Extended maternity and paternity leave + childcare allowance
- Day off on your birthday 🎂
- Hybrid and flexible work model + home office allowance + in-office experiences
- Exclusive partner discounts in the Flash app
- TotalPass
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