About Nubank 

Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people's relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the largest digital banking platforms and technology-leading companies in the world.

Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States), and Berlin (Germany). It was founded in 2013 in Sao Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible. For more information, visit www.nu.com.mx

 

Why is Customer Excellence so important for us?

We set out to completely redefine the standard of the financial services industry in México. 

We believe we must earn our customers' business and that it is not just possible but also our obligation to provide a great customer experience to all Nu cardholders. This mindset is present in everything we do - from the way we design our processes to the tone we use in every customer interaction. We want to build a meaningful relationship with each one of our customers and therefore we believe this is one of our biggest competitive advantages.

 

What are some examples of problems or tasks a Customer Excellence Analyst will work in?

  • Provide support to our customers answering chats, emails and calls
  • Empower our customers by making sure they know our app’s features
  • Analyze customer's application data and documents submitted
  • Collect feedback and suggestions from customers and prospects
  • Triage and treat potential bugs and operational issues affecting customers
  • Track claims on our chargeback process
  • Call customers to confirm information needed on potential fraud cases
  • Reach out to late customers to explain payment plans
  • Identify opportunities to improve our internal processes and share with leaders



REQUIREMENTS

What are we looking for?

  • Students or graduates from all courses (bachelor degree) 
  • Spanish speakers with a great understanding of English (advanced english)
  • Passionate about Customer Service and technology
  • Active user of social media (Facebook, Twitter, Instagram and Linkedin)
  • Great people skills - good listener, enjoys engaging in discussions with people with different backgrounds and willing to go beyond and enchant customers
  • Customer Service background (desired - not mandatory)
  • Ability to give constructive feedback (product, tooling, customer perception, communication)
  • Problem Solver (own the problem)
  • Calculation/ Mathematics 
  • Analytical & multi-tasking skills.
  • Attention to details
  • Ability to develop rapport & demonstrate a caring attitude.

 

You will fit well if

  • You thrive in dynamic, fast-paced, results oriented teams
  • You are hungry and enjoy being constantly challenged to learn and do more
  • You embrace conflict of ideas and like to question the status quo
  • You fast and easily adapt to changing situations and priorities
  • You believe in building great products and doing great work
  • You don't settle for half baked answers and get to the heart of the matter
  • You anticipate questions and problems that may arise
  • You Wow customers and exceed their expectations in every interaction
  • You are curious, and genuinely listen to customers
  • You understand the hard tradeoffs and abide by the NuCode to handle sensitive situations

 

Benefits 

  • Equity at Nubank
  • Health and life insurance 
  • Food card
  • 15 days of paid vacation with 25% vacation bonus
  • Holiday Bonus ("Aguinaldo") of 30 days of pay per year
  • NuCare - Our mental health and wellness assistance program
  • NuLanguage - Our language learning program
  • Extended maternity and paternity leaves

 

*Interviewing and onboarding are currently done virtually due to COVID-19. Everyone new to the team and our current staff will remain working from home until it is safe to return to our offices. If/when relocation is required, we have a team dedicated to global mobility and have partnered up with the best companies in the market to make sure processes run smoothly. We also offer a very competitive relocation package for international hires.

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