**Join the \#TORRACARTÃO team!** Are you ready to take a decisive step forward in your career? Torra Cartão, one of Brazil’s fastest-growing payment institutions, is seeking experienced professionals eager to shape the future of payments! With over 2 million private-label cards issued and a strong presence across more than 87 stores nationwide, our mission is clear: **to deliver a seamless, possibility-rich payment experience**. Our team—comprising over 150 dedicated professionals—works tirelessly to offer a broad portfolio of products and services, including credit cards, insurance, assistance programs, and much more. If you’re ready to embark on a journey that transforms how people interact with the payments industry, you’re in the right place! We are seeking a **Junior Operations Analyst** to join our dynamic and innovative team. **Join Torra and help write the future of payment methods!** **Responsibilities and Duties** **WHAT YOU’LL DO IN THIS ROLE** * Specialized credit card operations (credit, retail, and private-label), supporting both internal and external customers. * Handling customer inquiries via multiple queues and channels, with emphasis on efficiency and quality. * Proficiency in Microsoft Office Suite for reporting, analysis, presentations, and operational controls. * Clear, formal written communication as the primary working tool. * End-to-end resolution of complaints across all service channels, including consumer protection agencies. * Proven experience with Reclame Aqui, including strategic response management and cross-departmental coordination. * Drafting technical responses to Procon, Consumidor.gov, administrative proceedings, and judicial actions. * Analyzing and validating credit card processes—including billing adjustments and reorganization. * Monitoring deadlines and ensuring timely responses within defined SLAs. * Escalating legal cases to partner law firms, providing comprehensive supporting documentation and tracking hearings. * Providing technical support to the team and serving as the go-to expert on credit card matters. * Supporting training initiatives and updating operational materials. * Tracking KPIs, performance metrics, and operational controls related to credit card operations. * Familiarity with collections tools, agreements, and negotiation strategies. * Proactive outreach to customers for clarifications, information gathering, and debt negotiation. **Requirements and Qualifications** **WHAT’S ESSENTIAL TO STAND OUT** * Completed undergraduate degree. * Intermediate or advanced proficiency in Microsoft Office Suite. * 1–2 years of prior professional experience. * Demonstrated experience in back-office operations within the credit card business. * Hands-on experience in credit card-related analysis, issue resolution, and technical validation. * Experience drafting responses to consumer protection agencies (e.g., Procon, Consumidor.gov), judicial actions, and administrative proceedings. * Ability to manage requests technically, consistently, and in alignment with legal and operational guidelines. * Experience managing Reclame Aqui, including: * Drafting public and private responses; * Accurate categorization and moderation of posts; * Strategic language use and consumer-oriented guidance; * Cross-functional collaboration to resolve issues. **If you align with our values** * **T** ransparency * **O** rganization * **R** espect * **R** esilience * **A** gility **Additional Information** **ADDITIONAL DETAILS THAT MAKE ALL THE DIFFERENCE!** Discounts on Torra products | Physical store and e-commerce Meal allowance (Swile Card) Transportation allowance Pharmacy allowance | Payroll deduction Totalpass | Gym, nutritionist, and therapy services Dental care Medical coverage Maternity program Psychological support | Emergency service Life insurance CLT employment contract 44-hour weekly work schedule Remote work once per week Business hours Early departure on your birthday Fully equipped kitchen for meals Educational partnerships Annual performance review Holiday extension policy Variable compensation And many more benefits... At **Torra**, **passion is what drives us!** We operate in a dynamic environment—one that continuously evolves and reinvents itself. We are **diverse, plural**, and learn daily how to think simply and act collectively to make a difference. Our commitment is to offer **high-quality products** at affordable prices because here, we believe **Power Is Being Who You Are!** For **32 years**, we’ve pursued a journey that transformed how accessible fashion is delivered. Today, we’ve grown and modernized our approach to serving and delighting customers. Currently, we are: **+87 stores** across 16 Brazilian states **\#TorraLoja** 3 Distribution Centers **\#MR3Log** 1 Credit Card Administrator **\#TorraCartão** 12 Cafés **\#TorraCafé** And we continue growing—with over **5,000 \#Torralovers**, passionate about bringing fashion and style to everyone! Every month, **1 million customers** visit us, confirming that what propels us forward is our commitment, dynamism, and relentless drive to go beyond! Stay tuned for our **job opportunities**, and join this team that believes in the power of being who you are!