Customer Excellence Coordinator

About Nubank

Nubank is one of the world's largest digital financial services platforms, with around 54 million customers in Brazil, Mexico and Colombia. As one of the world's leading technology companies, Nubank leverages its technology and innovation to create new financial solutions for individuals and SMEs that are simple, intuitive, convenient, low-cost and human. Guided by its mission to fight complexity and empower people, Nubank is advancing access to financial services in Latin America, connecting profit and purpose to create value and positively impact the communities in which it operates. For more information, visit www.nu.com.co

Our Customer Excellence team

Nu Colombia has arrived, and we’ll soon start growing our already amazing team, and we are always looking for the most innovative and creative professionals out there. If you are tired of bumping into the same solutions for old problems, we might as well be the next step of your career.

We are building a community of fanatical customers, and we do that by providing outstanding customer experience to everyone. Everything we do has our clients in the center of it - from the way we design our products to how we handle every customer interaction. We are building meaningful relationships with each of our clients, and that's why millions of Latin Americans love us.

You can read more about it in our blog and get some insights into how we work.

As a Customer Excellence Coordinator, you're expected to:

• Management of the operational indicators of all collections agencies, identifying gaps and needs of projects in a cross-way
• Lead the internal and external operations to achieve the proposed objectives with special focus on the Customer Experience and Vendor Management
• Creation of the different operational dashboards for the BU working closely with business analysts
• Monitor the operation in real-time to make decisions in the short term to improve the operation and be able to run critical situations into business continuity.
• Lead the creation of the operational datasets to create consistent KPIs and OKRs
• Maintain the CX data and transform it into insights

We're looking for professional who are:

• Bachelor’s degree
  
• Minimum 5 years of experience in similar positions (experience in collection agencies is a plus)
• Previous experience leading multidisciplinary teams
• Advanced English level 
• Experience in creating and maintaining operational models
• Experience leading live customer experience operations and working with third-party vendors and helping them achieve operational results.
• SQL experience  (Python is a plus)

• Equity at Nu
• Life insurance
• Health insurance
• NuLanguage Program
• NuCare Program
• Extended Parental Leave

Candidates should be based in Bogotá.

Diversity and Inclusion at Nu
We want to build products and experiences for everyone who wants to take back control over their finances, that's why we build strong and diverse teams that rise up to the challenge. We are a team of the most creative people in technology, and we hire under equal opportunity, irrespective of gender, ethnicity, religion, sexual orientation or background. We are proud to say that 30% of our team recognize themselves as part of the LGBTQ+ community, and 40% of our team identify as women, in all positions and seniority levels. We are a very process-light organization that values human interactions, and that is a very important part of our culture. At Nu, everyone has the opportunity to speak up and participate, grow and share ideas. 

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Last updated on Aug 22, 2024