Loan Support Analyst handling Commercial Loan documents based in Pittsburgh, PA, or Dallas, TX, or Cincinnati, OH. Reviewing and ensuring all required documents are received and accurately executed.
About the role
- Work on the implementation of Smartspace solutions, from configuration and parameterization through activation;
- Configure omnichannel customer service flows (IVR, bots, queues, and integrations with digital channels);
- Support clients and users during user acceptance testing and assisted operation;
- Document procedures, parameterizations and technical configurations;
- Collaborate with Product, Support and Customer Success teams;
- Produce manuals, playbooks and standardized technical procedures;
- Use automation tools and artificial intelligence to optimize deployments;
- Monitor risks, deadlines and quality, ensuring customer satisfaction.
Requirements
- Technical or university degree in IT, Information Systems, Computer Engineering or related fields;
- Experience in implementation and technical support of SaaS solutions or omnichannel platforms;
- Knowledge of API integrations, process automation and requirements analysis;
- Basic knowledge of SQL and database handling;
- Strong technical writing skills and clear, concise documentation;
- Knowledge of agile methodologies;
- Understanding of information security (LGPD, ISO 27001);
- Intermediate knowledge of networking.
- Preferred qualifications:
- Experience with platforms such as Zendesk, Genesys, n8n or similar;
- Knowledge of customer service automation, chatbots and CRM integrations;
- Experience with BI and dashboards (Power BI, Metabase);
- Experience with projects involving artificial intelligence applied to customer service;
- Certifications in CX, Agile, ITIL or LGPD.
Benefits
- Meal/Food Card
- Flexible Benefits Card
- Health Insurance
- Dental Plan
- MoveOn health and wellness incentive program
- Life Insurance
- Wellhub
- Birthday Day Off
- Corporate Education
- Bonus for achieving targets
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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