Sicredi

Junior Customer Support Analyst – Commercial Credit Focus

Sicredi

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

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Job Level

Junior

About the role

  • Provide specialized support to cooperatives in processes within the commercial credit area, performing technical analyses and providing the necessary guidance to cooperatives on each case;
  • Monitor process and activity documents, flagging changes and/or the need to create new documents, supporting the ongoing update of documents in the Knowledge Base;
  • Track individual and team OKRs and propose actions for improvement;
  • Analyze the main reasons users contact support and propose improvements aimed at increasing efficiency and user experience;
  • Support the identification and reporting of business risks;
  • Participate in initiatives to foster business, supporting cooperatives in revenue generation and strengthening relationships with users;
  • Collect user feedback, perceptions and suggestions to evaluate service quality and identify potential improvement opportunities;
  • Implement and follow up on action plans for continuous improvement of service and product;
  • Monitor the status and progress of issue resolution to keep users informed;
  • Advise users on business, processes and services based on documented information validated by the responsible areas, to clarify questions and concerns;
  • Provide support across all channels; log, evaluate and appropriately prioritize incidents related to business, processes, services and operational continuity, informing workaround actions or resolving them when possible;
  • Handle requests, route and work with the responsible areas when necessary, monitoring contracted SLAs to meet users' needs within established deadlines;

Requirements

  • Bachelor's degree completed or in progress;
  • Basic knowledge of credit;
  • Quick learner with willingness to acquire technical knowledge related to commercial credit;
  • Strong ability to interpret texts and/or scenarios;
  • Customer service experience is desirable;
  • Proactive with an ownership mindset — ability to take responsibility and independently seek solutions;
  • Good communication and empathy — experience or aptitude for customer-facing roles;
  • Organized with attention to detail, especially in analyzing and routing information;
Benefits
  • Fixed 14th and 15th salaries
  • Profit-sharing (based on seniority)
  • Health and dental plans with no copayment
  • Wellness programs with Wellhub (formerly Gympass): nutrition, psychology, occupational health, massage, running group and local gym
  • Meal and food vouchers — flexible percentage allocation between VA/VR cards, no copayment
  • Extended maternity and paternity leave
  • Childcare or nanny allowance for children up to 6 years and 11 months
  • Allowance for children with disabilities, with no age limit
  • Life insurance
  • Private pension plan up to 8% of salary
  • Training platform – Sicredi Aprende, offering a variety of courses
  • 40-hour workweek — using a time bank system
  • Remote work allowance (except for positions that are 100% on-site)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical analysiscredit knowledgeOKR trackingbusiness risk identificationservice quality evaluationcontinuous improvementincident managementSLA monitoring
Soft Skills
quick learnerproactiveownership mindsetcommunicationempathyorganizational skillsattention to detail
Certifications
Bachelor's degree