Senior Customer Service Analyst – Cards

Sicredi

Strategically analyzing and improving customer service processes and back-office operations at Sicredi. Identifying risks and opportunities and supporting the evolution of products and services.

Posted 5/15/2026full-timePorto Alegre • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Act strategically in the analysis, review and continuous improvement of customer service and back-office processes;
Identify risks, bottlenecks and opportunities using data, KPIs and feedback from the Cooperatives;
Support the governance of requests, focusing on prioritization, standardization and root-cause resolution;
Contribute to the alignment of processes, approval levels and best practices with the Cooperatives and partner areas;
Support the evolution of products and services, generating business value and improving the member experience;
Serve as a technical and strategic reference for teams, supporting leadership analyses and decisions

Requirements

What you’ll need

Bachelor’s degree in Business Administration, Management, Engineering, Process Management or related fields
Postgraduate degree is a plus (especially in management, customer experience or operations)
Advanced proficiency in Microsoft Office (Excel and PowerPoint)
Strong analytical skills, with the ability to read and interpret data
Experience in customer service, operations or service delivery
Experience in process analysis and improvement
Ability to resolve complex requests autonomously
Holistic view of processes, customer journey and operational impacts
Clear, objective and empathetic communication
Proactivity and a sense of ownership of deliverables
Knowledge of performance indicators
Ability to positively influence the team, acting as a technical and behavioral reference

Benefits

Comp & perks

Fixed 14th and 15th salary payments
Profit-sharing (depending on seniority)
Health and dental plans with no copayment
Well-being programs via Wellhub (formerly Gympass), including Nutrition, Psychology, Occupational Health, Massage, running group and local gym access
Meal and food vouchers – flexible percentage allocation between VA (meal) and VR (food) cards, no copayment
Extended maternity and paternity leave
Childcare or nanny allowance for children up to 6 years and 11 months
Support for children with disabilities, no age limit
Life insurance
Private pension contribution up to 8% of salary
Training platform – Sicredi Aprende, offering a variety of courses
40-hour workweek – using a time bank system
Telework allowance (except for positions that require 100% on-site presence)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisprocess improvementcustomer serviceoperations managementperformance indicatorsKPI analysisroot-cause analysisbusiness value generationprocess alignmentservice delivery

Soft Skills

analytical skillscommunicationproactivityownershipempathyinfluencestrategic thinkingproblem-solvingcollaborationleadership support

Certifications

Bachelor's degreePostgraduate degree