Analista Pleno de Cobrança

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista Pleno de Cobrança based in Brazil.

This role focuses on supporting and improving operational processes within a dynamic financial services <environment.You> will manage escalated customer-service cases, including sensitive demands involving regulatory and legal channels.The position combines operational analysis, process improvement, reporting, and cross-functional <collaboration.You> will monitor systems, workflows, and key indicators to identify deviations, failures, and opportunities for improvement.A strong emphasis is placed on using generative AI and automation to increase productivity and operational <efficiency.You> will conduct deep dives into specific challenges and translate data-driven insights into practical process enhancements.The role is ideal for an organized, proactive professional who enjoys solving problems and improving the customer experience.

Accountabilities

• Handle customer-service tickets escalated from Level I and Level II support, covering both general and specialized topics.
• Manage and resolve tickets related to regulatory and legal channels, including Bacen, Legal, and Procon requests.
• Monitor operational workflows, systems, and performance indicators to identify deviations, failures, and issues affecting products and services.
• Apply generative AI tools, including GPT-based solutions and AI-powered automations, to improve productivity and streamline daily operations.
• Conduct deep dives into specific operational topics, identifying root causes and recommending improvements to internal processes and the customer experience.
• Develop, map, organize, and document operational processes and workflows to increase efficiency, consistency, and visibility.
• Prepare operational reports, internal controls, and management information to support decision-making.
• Collaborate with customer-service, technology, product, and other business teams to investigate and resolve operational demands.
• Assess the criticality of day-to-day issues and develop creative, practical solutions for challenges ranging from low to medium complexity.

Requirements

• Bachelor’s degree or equivalent higher education qualification.
• 2–5 years of experience in operational areas within financial institutions, fintechs, or financial services companies.
• Solid understanding of financial-sector operational processes and workflows.
• Practical proficiency with generative AI tools such as GPT and Copilot, with the ability to apply them to improve operational productivity.
• Strong organizational and process-management skills, including the ability to structure workflows, document processes, and manage multiple initiatives simultaneously.
• Excellent communication skills and the ability to collaborate effectively with teams operating across different profiles and work models, including on-site and remote environments.
• Analytical mindset with strong reasoning and the ability to support recommendations through facts and data.
• Proactive approach to identifying potential issues, anticipating needs, and proposing improvements without waiting for direction.
• Proficiency with Microsoft Office and related productivity tools.
• Availability to work on-site in Brooklin, São Paulo.
• Previous experience specifically in collections is considered a strong advantage.
• Familiarity with project management tools such as Jira, Notion, or Trello is desirable.
• Experience working with operational indicators such as SLA, productivity, and NPS is a plus.

Benefits

• Medical and dental insurance.
• Life insurance.
• “Lado a Lado” program offering legal, social, psychological, and financial support.
• Wellhub membership.
• Benefits card with broad acceptance, including Food/Meal and Mobility or Work-from-Home allowances, depending on the employment contract.
• Extended maternity leave of 6 months.
• Extended paternity leave of 20 days.
• “Novo Ser” program providing support throughout pregnancy and the return-to-work period.
• Childcare assistance for eligible employees, including fathers with sole or shared custody.
• PPR (Profit Sharing Program), recognizing employee results.
• Full-time, on-site work arrangement in São Paulo.