Hybrid Senior Member Service Analyst

at Sicredi

• Job title: Senior Member Service Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Porto Alegre, Brazil

About the role

• Senior Atendimento Analyst at Sicredi leading member support and enhancing service processes. Responsible for analyzing, guiding, and improving service quality and efficiency.

Responsibilities

• Provide technical leadership in support for members and employees, ensuring quality and efficiency in the service processes where you operate.
• Conduct detailed technical analyses and provide appropriate guidance for each case.
• Apply best practices and business knowledge to improve products and services.
• Resolve complex issues, proposing new perspectives and continuous improvements.
• Work autonomously, setting priorities and operating with minimal supervision.
• Serve as a technical and behavioral reference for less experienced professionals and may direct team activities.
• Explain complex issues and foster consensus across departments.
• Monitor and oversee the support operation, ensuring delivery of contracted OKRs.
• Drive process improvements by managing and executing action plans.
• Prioritize incidents and problems with the involved areas.
• Lead alignments, action plans and operational trainings.
• Act as a champion of the organizational culture and contribute to a positive work environment.

Requirements

• Bachelor's degree in Business Administration or related fields.
• Proven experience in customer/member support.
• Knowledge of account products (account opening, checking/current accounts, membership association).
• Analytical capability and attention to detail.
• Good communication skills and ability to work in a team.
• Proactivity and focus on continuous improvement.
• Postgraduate degree aligned with the role (desirable).
• Experience in process and performance management (OKRs, SLAs) (desirable).
• Knowledge of continuous improvement methodologies (desirable).
• Experience interacting with cross-functional areas (product, operations) (desirable).

Benefits

• 14th and 15th fixed salary payments.
• Profit-sharing (based on seniority).
• Health benefits: medical and dental plans without co-pay, Gympass, life insurance, and health & wellness programs (nutrition, psychology, occupational health, massage, running groups and local gym).
• Meal and food vouchers — flexible percentage allocation between VA/VR cards, without co-pay.
• Extended maternity and paternity leave.
• Childcare or nanny allowance for children up to 6 years and 11 months.
• Assistance for children with disabilities, no age limit.
• Private pension plan up to 6% of salary.
• Training platform — Sicredi Aprende, offering a variety of courses.
• 40-hour workweek — using a time bank system.
• Telework allowance (except for positions that are 100% on-site).