Younited

Customer Support

• Emisión y recepción de llamadas a los clientes de la entidad para asesorarles y aclarar dudas sobre el producto.
• Gestión de correos relacionados con consultas e incidencias de los clientes.
• Gestión de correos vinculados a reclamaciones formales, asegurando un tratamiento adecuado y dentro de los plazos establecidos.
• Apoyo en la integración y adaptación de los procesos de atención al cliente.
• Recopilación de información y actualización de reportes destinados al área de Operaciones.
• Gestión de pagos anticipados, amortizaciones y su correcta imputación en los sistemas internos.
• Mantenimiento de un nivel de servicio óptimo, contribuyendo a mejorar la experiencia del cliente.

Agente de Atención al Cliente, Mercado Español

Data Scientist

• Seguimiento continuo de las principales  KPIs  de negocio y tendencias para anticipar las variaciones que puedan afectar al negocio.
• Análisis de datos y métricas para proponer e implementar mejoras para la optimización de procesos y nuevas estrategias.
• Gestión y mantenimiento de  Reporting  de los departamentos de Operaciones en España y Portugal: Sales, Sustomer Service, Granting & AFAML y Collections.
• Entender las necesidades de negocio dentro de los equipos de Operaciones para la creación de los reportes necesarios para monitorizar procesos y métricas.
• Desarrollar y asegurar el mantenimiento de mecanismos, macros y automatizaciones programadas de los procesos operacionales.
• Dar soporte general a las diferentes áreas de Operaciones en función de las necesidades del negocio.
• Liderar, desarrollar y evaluar al equipo de Data Ops, impulsando su crecimiento y la excelencia en sus entregables.
• Coordinación estratégica con los equipos de Data, tanto a nivel central como dentro de la Business Unit, asegurando alineamiento, intercambio fluido de información y ejecución conjunta de iniciativas de análisis y reporting.

Head of Data Operations

Product Manager

• Support Sales & Marketing in developing the Benefits program.
• Participate in pre-sales meetings with prospective and existing partners; contribute actively to RFP responses and commercial proposals.
• Identify additional partner needs to inform product evolution.
• Build and execute the strategic vision for the Benefits solution across Europe.
• Define, scope, and deliver new Benefits features to keep the solution best-in-class.
• Lead prioritization of Benefits topics within the global Younited roadmap.
• Monitor RUN activities to ensure high customer and partner satisfaction and drive optimisation initiatives.
• Stay connected to market and competitive trends to foster innovation.
• Manage providers and strategic partners involved in the Benefits solution.
• Ensure smooth coordination with internal stakeholders (Product, Tech, Ops, Legal, Compliance, etc.).
• Oversee the operational and governance model of the solution to ensure performance, reliability, and scalability.

Head of Product – Benefits

Content Marketing Manager

• Contribute to defining strategies, objectives, KPIs and tooling requirements
• Lead and oversee the end-to-end process
• Determine and implement the appropriate handling strategy for each file type (amicable settlement, legal proceedings) to recover receivables
• Drive performance and challenge service providers to achieve targets
• Draft procedures and operating instructions and implement/conduct associated controls
• Manage payment and invoicing flows with service providers
• Serve as the primary point of contact for service providers
• Plan steering committees and portfolio review meetings, ensure they take place and prepare minutes
• Ensure cases are handled appropriately and validate procedural choices
• Monitor and control the service providers' budget and approve invoicing
• Propose and implement continuous improvements to enhance performance, productivity and quality
• Actively contribute to business transformation projects with all relevant departments

Litigation Subject Matter Expert

• Improvement of the transaction categorization model
• Development of a challenger model based on LLMs
• Automatic detection of model performance drift
• Deployment and industrialization of developed solutions
• Collaborate with the Data Science team and business teams (Risk, Product)

• Develop and maintain PD/LGD/EAD models for both new origination and portfolio risk management.
• Integrate feedback from our institutional investor base (e.g. on performing and non-performing loans), and rating agencies in the modelling process.
• Deploy model in production using our modern stack (Python, DBT, BigQuery).
• Ensure full model documentation aligned with internal validation and audit requirements.
• Ensure model outputs are correctly feeding into credit risk monitoring and integrating in Younited data platform.
• Provide insights to the Local Business Units and to the rest of the risk team regarding the evolution of credit risk.
• Drive the half-yearly assumption review committee with the CEO, CRO, CFO, upon which the PD/LGD/EAD parameters are validated.
• Support model validation reviews, audits, and regulatory inspections.
• Collaborate on defining and prioritizing the credit risk modeling roadmap in line with group strategy.

Data Scientist – Credit Risk Modeling

• Lead, coach and develop a team of 6 customer care advisors (Level 2)
• Recruit, train and onboard new team members
• Foster a culture of quality, compliance and customer satisfaction
• Organize workflows and manage priorities
• Monitor KPIs (QS, SLA, CSAT) and provide regular reporting
• Coordinate with outsourced call centers and ensure the compliance of responses
• Identify customer pain points and improve journeys, scripts and procedures
• Optimize KPIs, processes and tools
• Participate in cross-functional projects (automation, AI, self-care)
• Handle complex escalations (fraud, disputes, incidents)
• Ensure timely handling in accordance with financial standards
• Manage sensitive situations with tact and professionalism

Team Lead, Customer Care

Financial Planning and Analysis

• Manage and develop the Finance transformation team
• Design, develop, and maintain advanced reporting solutions
• Transform raw data into actionable insights
• Identify opportunities for process optimization
• Drive Finance transformation projects
• Collaborate with FP&A and other Finance stakeholders