Relationship Assistant I

Description

**What profile are we looking for?** Individuals driven by change, passionate about continuous learning, who have a spark in their eyes and aspire to grow professionally in the financial market. **Responsibilities and Duties** **Key Responsibilities:** Macro scope of the role: clarify doubts; provide information; handle requests; resolve complaints; manage customer compliments and suggestions. Activities: 1\. Greet, listen to, interact with, and serve customers with a smile in your voice across all customer service channels. 2\. Fully understand and record 100% of customer feedback and resolve/solve issues. Update customer information in the customer service database during and after each call. 3\. Instruct and guide customers. 4\. Handle/resolve and solve all requests and complaints. 3\. Route feedback to responsible teams (when necessary), providing relevant data to resolve the issue. 5\. Monitor and manage feedback on the customer service platform, maintaining the agreed SLA. 6\. Represent the customer by delegating demands outside your scope of authority to the highest appropriate level to resolve outstanding issues. 7\. Consistently contribute insights to other company departments to enhance the customer experience (be the customer’s voice within the company). 8\. Collaborate effectively, focusing on identifying problems and addressing root causes. 9\. Maintain a high level of professionalism with customers and work to build positive relationships with every contact, ensuring customer satisfaction as reflected in the NPS. 10\. Attract, delight, and retain our customers. 11\. Engage in product offerings and customer retention. **Requirements and Qualifications** **Essential Requirements:** * Experience in SAC (Consumer Service Center) support. * Experience serving high-value customers. * Professional experience in customer service focused on the financial market. * CPA10 certification is desirable. * Knowledge of financial products (credit, checking accounts, banking transactions, payment methods, etc.), competitors, market players, dynamics of the financial market, and the regulatory environment. * Appropriate verbal (diction) and written communication skills. * Analytical and critical thinking skills. * Proficiency in Microsoft Office/Excel. * Currently pursuing or completed undergraduate degree. * Flexible working hours (shift work according to business needs). **Additional Information** * Meal Allowance; * Food Allowance; * Health Insurance; * Dental Plan; * Life Insurance; * Newborn Assistance; * Wedding Assistance; * Daycare/Babysitter Assistance; * Birthday Bonus; * Apoio Pass; * Gym Partnership; * Transportation Allowance; * Profit Sharing (PLR); * Annual Bonus. With 65 years of history, **Banco Sofisa** has built a trajectory marked by solidity, continuous innovation, and commitment to Brazil’s development. Founded in 1961, we have evolved to keep pace with market transformations and our customers’ changing needs. Today, we are one of the leading banks in the country, focused on business, investments, and financial solutions for companies of all sizes. Our purpose is to empower Brazilian entrepreneurs, always grounded in ethics, transparency, and lasting relationships. **People at the Core of Everything** Our strength lies in our people. We rely on committed collaborators with an ownership mindset and passion for what they do — a culture that sustains our results and strengthens our brand. This work has already earned us important recognition: in 2023, Sofisa was named the **Best Bank in Brazil** by Forbes, and in 2025 and 2026, it was recognized as **One of the Best Banks in the World**, reaffirming its ongoing commitment to excellence, innovation, and trust. **Innovation Embedded in Our History** In 2011, we launched **Sofisa Direto**, Brazil’s first digital investment bank, reinforcing our innovative DNA. We continue investing in technology, people, and solutions to evolve sustainably.