Analista de Servicio al Cliente y Reclamos

About the role

The Customer Service and Claims Analyst will handle consumer inquiries and complaints across multiple channels, ensuring compliance with regulatory standards and internal policies. The role involves traveling to 14 consultation points nationwide and two complaint resolution centers every two months.

Key responsibilities

• Receive, manage, and respond to consumer requests through in‑person, email, self‑service portal, and telephone channels.
• Record and process rectification orders from economic agents within established deadlines.
• Track and follow up on consumer complaints, ensuring timely resolution according to service standards.
• Verify the quality and consistency of responses, safeguarding the organization’s interests.
• Conduct supervisory visits to all consultation points and resolution centers.

Required profile

• Final‑year university student or graduate in Business Administration or related fields.
• Minimum one year of experience in consumer service, regulation, or similar roles, preferably in a regulated sector.
• Strong customer‑service orientation, analytical ability, punctuality, and good written communication.
• Native Spanish speaker; intermediate English is desirable.
• Own vehicle and willingness to travel regularly across the country.

Required skills

• Intermediate proficiency with Office 365, especially Outlook, Excel, Word, and Teams.