Analista Pleno de Cobrança

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista Pleno de Cobrança based in Brazil.** This role focuses on supporting and improving operational processes within a dynamic financial services environment. You will manage escalated customer-service cases, including sensitive demands involving regulatory and legal channels. The position combines operational analysis, process improvement, reporting, and cross-functional collaboration. You will monitor systems, workflows, and key indicators to identify deviations, failures, and opportunities for improvement. A strong emphasis is placed on using generative AI and automation to increase productivity and operational efficiency. You will conduct deep dives into specific challenges and translate data-driven insights into practical process enhancements. The role is ideal for an organized, proactive professional who enjoys solving problems and improving the customer experience. ### Accountabilities: - Handle customer-service tickets escalated from Level I and Level II support, covering both general and specialized topics. - Manage and resolve tickets related to regulatory and legal channels, including Bacen, Legal, and Procon requests. - Monitor operational workflows, systems, and performance indicators to identify deviations, failures, and issues affecting products and services. - Apply generative AI tools, including GPT-based solutions and AI-powered automations, to improve productivity and streamline daily operations. - Conduct deep dives into specific operational topics, identifying root causes and recommending improvements to internal processes and the customer experience. - Develop, map, organize, and document operational processes and workflows to increase efficiency, consistency, and visibility. - Prepare operational reports, internal controls, and management information to support decision-making. - Collaborate with customer-service, technology, product, and other business teams to investigate and resolve operational demands. - Assess the criticality of day-to-day issues and develop creative, practical solutions for challenges ranging from low to medium complexity. ### **Requirements:** - Bachelor’s degree or equivalent higher education qualification. - 2–5 years of experience in operational areas within financial institutions, fintechs, or financial services companies. - Solid understanding of financial-sector operational processes and workflows. - Practical proficiency with generative AI tools such as GPT and Copilot, with the ability to apply them to improve operational productivity. - Strong organizational and process-management skills, including the ability to structure workflows, document processes, and manage multiple initiatives simultaneously. - Excellent communication skills and the ability to collaborate effectively with teams operating across different profiles and work models, including on-site and remote environments. - Analytical mindset with strong reasoning and the ability to support recommendations through facts and data. - Proactive approach to identifying potential issues, anticipating needs, and proposing improvements without waiting for direction. - Proficiency with Microsoft Office and related productivity tools. - Availability to work on-site in Brooklin, São Paulo. - Previous experience specifically in collections is considered a strong advantage. - Familiarity with project management tools such as Jira, Notion, or Trello is desirable. - Experience working with operational indicators such as SLA, productivity, and NPS is a plus. ### **Benefits:** - Medical and dental insurance. - Life insurance. - “Lado a Lado” program offering legal, social, psychological, and financial support. - Wellhub membership. - Benefits card with broad acceptance, including Food/Meal and Mobility or Work-from-Home allowances, depending on the employment contract. - Extended maternity leave of 6 months. - Extended paternity leave of 20 days. - “Novo Ser” program providing support throughout pregnancy and the return-to-work period. - Childcare assistance for eligible employees, including fathers with sole or shared custody. - PPR (Profit Sharing Program), recognizing employee results. - Full-time, on-site work arrangement in São Paulo.