JUNIOR CUSTOMER SERVICE ANALYST

Description

JOIN A TEAM DRIVEN BY EVOLUTION! At Grupo Fácil, evolution is the driving force that inspires us to grow continuously, innovate in our processes, and exceed expectations every day. With a trajectory marked by stability and responsibility, we have built our story while maintaining our purpose of generating real value for our customers—always with committed people, collaboration, and a focus on results. Your role on the team Provide technical support to beneficiaries and healthcare providers, performing clinical and regulatory analyses to ensure quality, resolution, and compliance with supplementary health processes. Key responsibilities * Provide voice, chat, and email support, conducting technical analysis of requests; * Interpret contracts, coverage terms, and clinical guidelines; * Analyze authorization requests, denials, and eligibility determinations; * Identify systemic or procedural inconsistencies; * Address complex requests; * Document interactions clearly and traceably; * Meet SLAs and operational targets; * Support process improvement based on data analysis; * Collaborate with internal departments to align and resolve requests. Requirements * Completed or ongoing undergraduate degree in Administration, Hospital Management, Nursing, or related fields; * Knowledge of regulations issued by the National Supplementary Health Agency (ANS); * Understanding of health plan types and coverage rules; * Experience with authorization and auditing processes; * Familiarity with call center performance indicators (SLA, TMA, TME, TAC, CSAT); * Proficiency in Microsoft Office, especially intermediate-level Excel; * Familiarity with customer service systems (CRM); * Strong verbal and written communication skills; * Analytical ability and attention to detail. Desirable Qualifications * Prior experience at a health insurance operator; * Experience handling critical and regulatory requests; * Knowledge of continuous improvement and process management; * Experience analyzing operational performance indicators; * Strong problem-solving skills; * Familiarity with quality and management tools; * Organized, proactive, and collaborative profile. Behavioral Competencies * Analytical thinking; * Attention to detail; * Clear and concise communication; * Organization; * Proactivity; * Emotional intelligence; * Ethics and accountability. Additional Information Beyond joining a collaborative and constantly evolving team, you’ll enjoy a comprehensive benefits package designed to support your health, well-being, and professional development: * Medical and dental assistance; * Meal allowance via iFood Multibenefícios card; * Profit and Results Sharing (PLR), based on the company’s annual goal achievement; * Partnership with Wellz, a platform focused on mental health and well-being; * Partnership with Wellhub, offering access to gyms and wellness activities; * Life insurance; * Partnerships and discounts with educational and language institutions; * Corporate University, featuring professional development learning paths; * Access to Alura platform, subject to availability; * Pharmacy benefits (Belo Horizonte and metropolitan region); * Transportation allowance. If you possess the above experience and competencies, we’re looking for someone just like you! And if this role isn’t quite right for you, please share it—we’d love for you to make a difference! All our positions are inclusive. Here, diverse individuals collectively drive Grupo Fácil’s evolution. \#JoinGrupoFácil