CUSTOMER EXPERIENCE ANALYST

Description

Job Summary: Customer Experience Analyst responsible for analyzing and resolving complaints, identifying improvements, and supporting compliance in the financial sector. Key Highlights: 1. Independent analysis and resolution of customer complaints 2. Identification of opportunities to improve processes and customer experience 3. Support for training and compliance with financial regulations A financial services company is seeking a Customer Experience Analyst in Pinhais. **Responsibilities:** Conduct independent and critical analysis and resolution of customer complaints. Conduct in-depth case investigations, considering rules, internal policies, data, and historical records. Determine the validity of complaints and define appropriate follow-up actions. Engage and monitor responsible departments to ensure timely and effective solutions. Prepare reports containing analyses, trends, and improvement suggestions. Identify opportunities to enhance processes and customer experience. Participate in strategic meetings, providing insights and recommendations. Support and lead certification of sales promoters. Contribute to training and guidance based on key issues identified. Ensure compliance with financial sector regulations and support internal audits and controls. Previous experience as a Customer Service Specialist, Customer Support Analyst, User Experience Consultant, or Customer Satisfaction Coordinator may indicate alignment with some responsibilities of this role. Bachelor's degree required. Relevant experience required. **Compensation and Benefits:** * Salary: BRL 7,500.00 * Cost-of-Living Allowance * Meal Voucher * Food Voucher * Medical Insurance * Dental Insurance * Childcare Assistance **Additional Information:** * Employment Type: Hybrid — Hybrid work model. * Candidates from Curitiba, São José dos Pinhais, Piraquara, or Quatro Barras are also eligible for this position. * Duration: Full-time * Working Hours: To be determined.