Banking Customer Service Analyst

Description

Position Summary: We are seeking a Banking Customer Service Analyst to manage requests, monitor metrics, and coordinate with internal departments in a banking environment. Key Highlights: 1. Manages requests and incidents for banking clients 2. Coordinates with internal departments to resolve cases 3. Ensures clear, solution-oriented communication with the client A logistics and courier company is seeking a **Banking Customer Service Analyst** Work location: State of México **Main Responsibilities** * Manage tickets, requests, and incidents from banking clients on the 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 to visualize performance * 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 client **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 roles 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 track 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 * Availability to attend training during the first month in Polanco * Biweekly payments If you meet the profile and are interested in this opportunity, please apply through this channel with your updated CV