Customer Ops Analyst – Mid-level

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Efí Bank

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2007

🏦 Banking

💸 Finance

💳 Fintech

Banking • Finance • Fintech

Efí Bank is a modern banking institution focused on providing innovative financial solutions and services to meet the evolving needs of individuals and businesses. With a commitment to digital transformation, Efí Bank leverages technology to enhance the banking experience, offering a wide range of products including savings accounts, loans, and investment options. Their mission is to democratize financial access and create value for their customers through tailored banking solutions.

📋 Description

• Conduct in-depth investigations, identifying root causes and recurring patterns; • Anticipate operational risks and issues that may affect the customer experience; • Review and map operational and customer experience journeys, identifying friction points; • Propose improvements supported by technical and analytical evidence; • Lead analyses, forums, and rituals with moderate autonomy; • Translate data into clear, concise, and actionable narratives; • Support decision-making based on structured analyses; • Coordinate interactions between teams and partner areas, ensuring alignment and execution.

🎯 Requirements

• Bachelor's degree in Business Administration, Marketing, or related fields; • Previous experience in Customer Experience, Customer Operations, Operations, or analytical areas; • Experience with data analysis and deriving insights (e.g., Excel, SQL, BI); • Strong analytical skills and structured reasoning; • Clear, business-oriented communication skills; • Ability to prioritize and work autonomously; • Collaborative profile with strong cross-functional coordination; • Experience in fintechs or digital banks; • Familiarity with customer service metrics (SLA, FCR, AHT); • Knowledge of continuous improvement methodologies (Lean, Six Sigma, etc.); • Experience with CRM and customer service tools (e.g., Salesforce).

🏖️ Benefits

• Reduced 32-hour workweek: 32 hours per week for employees with time tracking; • Co-payment health plan for employees and dependents; • Clude Saúde: online medical care and other health solutions; • Co-payment dental plan for employees and dependents; • Meal and food allowance on the Eva Card flexible benefits card, with an average value of BRL 1,600.00 per month; • Wellhub: corporate platform for physical activity focused on quality of life and well-being, providing access to partner gyms and studios for employees and dependents; • Home-office allowance of BRL 140.00 per month; • Work infrastructure provided; • Birthday day off; • Corporate University; • Tuition assistance for employees and dependents, according to company policy; • Language course subsidy for employees, according to company policy; • Extended maternity leave of 7 months and extended paternity leave of 30 days, also covering adoptive parents; • Life insurance; • Emotional health program and discounted psychological care for employees and dependents through the Moodar platform; • Benefits Club with exclusive discounts and partnerships for Efí employees.