Sobre

• 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.
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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.

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How Jobgether works

• We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
• We appreciate your interest and wish you the best!
• Why Apply Through Jobgether?
• Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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