Job Summary: Banking Customer Service Analyst responsible for managing tickets, requests, and incidents from banking customers, ensuring clear communication and effective resolution. Key Responsibilities: 1. Manage banking customer tickets and requests 2. Coordinate with internal departments to resolve cases 3. Empathetic and solution-oriented communication Logistics and courier company seeks a **Banking Customer Service Analyst** Work location: POLANCO **Main Responsibilities** * Manage banking customer tickets, requests, and incidents via the customer service platform * Provide timely follow-up on critical cases until resolution * Monitor service metrics (SLA, response times, recurrence rates, NPS, backlog, etc.) * Prepare operational reports in Google Sheets for performance visibility * Coordinate with internal departments, operations, and support teams to resolve cases * Document processes, findings, and solutions to strengthen the knowledge base * Ensure clear, empathetic, and solution-oriented communication with the customer **Essential Requirements** * Completed high school education or higher * **Intermediate or advanced proficiency in Google Sheets (MANDATORY)** * Use of formulas, pivot tables, filters, data validation, and basic analysis * Minimum of **1 year of experience in Customer Service within the BANKING sector** * Experience using ticket management tools such as **Zoho, Zendesk, or similar** * Analytical ability to interpret metrics and solve problems in a structured manner * Ability to manage multiple cases in an organized fashion **We Offer** * Base salary: $12,000 gross * Statutory benefits * Working hours: Monday to Friday, 9 AM–6 PM; Saturdays home office, 9 AM–4 PM * Bi-weekly payments If you meet the profile and are interested in this opportunity, please apply through this channel with your updated CV