Junior Quality Analyst – Customer Service

🕒 May 6

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Itaú Unibanco

WebsiteLinkedInAll Job Openings

10,000+ employees

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

Itaú Unibanco is a leading financial institution in Brazil that provides a wide range of banking services including retail banking, investment banking, and asset management. Committed to innovation and technology, Itaú Unibanco serves over 55 million clients through its extensive network of branches and digital platforms. The bank also emphasizes diversity and inclusion in its workforce, fostering a culture that values different perspectives to drive transformation and enhance customer experience.

📋 Description

• Handle complaints by engaging partner areas and subject-matter specialists. • Adhere strictly to the activity schedule defined for the work shift. • Act critically and constructively when analyzing customer service processes. • Serve customers with excellence, empathy and courtesy, clarifying doubts and providing the necessary guidance. • Evaluate proposed solutions and decisions, ensuring the quality and consistency of responses to customers. • Act in the customer’s interest by continuously reviewing our processes. • Demonstrate calm when you don’t know everything and maintain a willingness to learn and continuously improve.

🎯 Requirements

• Ownership mindset, with responsibility and commitment to deliverables • Collaboration and teamwork • Clear, concise and empathetic communication, both written and verbal • Customer focus and commitment to service quality • Constructive dissatisfaction, with a willingness to suggest improvements • Ability to handle pressure in dynamic environments • Motivation to learn new things and pursue continuous development • Organizational skills for managing tasks and priorities • Proactivity in supporting area activities • Resilience and flexibility in the face of change • Ability to work in a team, learning from peers and leaders • Basic knowledge of customer service • Basic understanding of financial products and services • Ability to follow processes, procedures and area guidelines • Ease in using internal systems and tools • Interest in and openness to continuous technical learning • Bachelor’s degree (completed) • FBB‑200 certification (desirable)

🏖️ Benefits

• Meal voucher • Transportation voucher • Food voucher • Childcare assistance • Health insurance • Dental insurance • Life insurance • Private pension plan • Gym membership discounts through Gympass and Totalpass • Discounts with Univers (Drogasil and Droga Raia pharmacies) • Access to visits, reservations and accommodation at Itaú Unibanco Club (Guarapiranga, Itanhaém and São Sebastião) • Benefits and discounts at partner stores and services across Brazil and Latin America • Fique OK program • Corporate University • Discounts on financial products and services