RELATIONSHIP AGENT

Description

Job Summary: This role involves proactive and reactive engagement with customers and brokers to resolve inquiries, recover overdue payments, and manage requests, ensuring customer satisfaction and timely execution. Key Highlights: 1. Customer and broker support via phone and chat 2. Management of inquiries, revenue recovery, and benefit requests 3. Focus on solution delivery and follow-up of requests to ensure satisfaction mag **Responsibilities and Duties** Welcome Activation: Conduct initial contact with customers via phone to extend a welcome and redirect activities to responsible departments when resolution is not possible during the first interaction. Revenue Recovery Activation: Contact customers via phone and system to recover overdue payments, aiming to minimize financial impact on the organization. Broker Support (Reactive): Provide telephone support to brokers to resolve their inquiries. When resolution is not possible during the first interaction, forward the request to responsible departments to address both the broker’s and their clients’ inquiries. Follow up with the broker to clarify inquiries, commissioning matters, duplicate personal documents, and clients’ documents, thereby meeting the broker’s and their clients’ needs. Verify whether the request forwarded to responsible departments has been clearly addressed, with the goal of obtaining a satisfactory response for the broker; thereafter, proactively contact the broker to inform them of the resolution. Customer Support (Reactive): Provide telephone or chat support to customers to resolve their inquiries. When resolution is not possible during the first interaction, forward the request to responsible departments to address customers’ inquiries. Follow up with the customer to clarify inquiries, invoices, etc., thereby meeting the customer’s needs. Verify whether the request forwarded to responsible departments has been clearly addressed, with the goal of obtaining a satisfactory response for the customer. Benefit Support (Reactive): Proactively contact customers and track their benefit requests using Excel spreadsheets to ensure accurate deadline tracking and information delivery to customers. Receive requests from the Benefits team to collect necessary information for completing benefit payment processes. Contact customers via phone to inform them about their benefits and guide them regarding required documents for receipt. **Additional Information** ,,,,,,,,,,,,,,,,,,,, For over **190 years**, our **purpose** has been to provide personalized financial solutions at every life stage for all Brazilians. To achieve this, we rely on the dedication of more than 1\.500 employees across the country who passionately embrace our mission and make us one of the best companies to work for in Brazil. **Our Values** MAG’s culture is built upon our **corporate values**, which reflect our behaviors, who we are, and what we are deeply proud of: * Be Present * Lasting Relationships * Owner Mindset * A Story of Transformation **Learn About Some of Our Benefits** : * Meal and food vouchers with no employee deduction * Health and dental plans extended to dependents * Well-being and quality-of-life program featuring nutritionists, physicians, and Gympass * Profit-Sharing Program * Continuous development and training through MAG University * Structured career management program