Customer Service Back Office

Description

Job Summary: Financiera Fortaleza is seeking a Customer Service Back Office professional to manage, administer, and follow up on customer requests, ensuring satisfaction and operational excellence. Key Highlights: 1. Manages customer requests and ensures their satisfaction. 2. Collaborates with internal departments to resolve cases. 3. Participates in key customer service and experience processes. At Financiera Fortaleza, we seek talent committed to customer service and operational excellence to join our team as a *Customer Service Back Office*. **Job Objective** To manage, administer, and follow up on customer requests received through various service channels, ensuring effective responses, traceability, and customer satisfaction in accordance with internal policies and processes. **Main Responsibilities:** * Receipt and registration of requests via email and service channels. * Analysis and validation of customer requirements. * Case tracking and resolution within established timeframes (SLA). * Coordination with internal departments for request handling and resolution. * Integration and review of supporting documentation. * Preparation and updating of follow-up reports. * Ongoing communication with customers regarding request status and resolution. * Management of processes related to loan portfolios, payments, refunds, and clarifications. **Requirements:** * Bachelor’s degree in Economics, Administration, or related field. * Minimum 2 years of experience in banking customer service. * Experience managing files and documentation. * Proficiency in CRM systems and email management. * Microsoft Office suite (Word and Excel). * Excellent written and verbal communication skills. **Skills:** * Service-oriented attitude. * Attention to detail. * Organization and follow-up capabilities. * Data management. * Teamwork. * Integrity and accountability. * Effective communication. **We Offer:** * Competitive salary and superior benefits. * Job stability. * Professional development opportunities. * Excellent work environment. * Participation in key customer service and experience processes. If you are passionate about delivering solutions and providing an exceptional customer experience, we want to meet you!