Xmarts | Nubank | Remote (Mexico)

Xmarts | Nubank | Remote (Mexico)

Remote Mexico
Application ends: October 4, 2024
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Job Description

About Nubank

Nubank was founded in 2013 to free people from a bureaucratic, slow and inefficient financial system. Since then, through innovative technology and outstanding customer service, the company has been redefining people’s relationships with money across Latin America. With operations in Brazil, Mexico, and Colombia, Nubank is today one of the largest digital banking platforms and technology-leading companies in the world.

Today, Nubank is a global company, with offices in São Paulo (Brazil), Mexico City (Mexico), Buenos Aires (Argentina), Bogotá (Colombia), Durham (United States), and Berlin (Germany). It was founded in 2013 in Sao Paulo, by Colombian David Vélez, and cofounded by Brazilian Cristina Junqueira and American Edward Wible. For more information, visit www.nu.com.mx.

Why is Customer Excellence so important for us?

We set out to completely redefine the standard of the financial services industry in México. 

We believe we must earn our customers’ business and that it is not just possible but also our obligation to provide a great customer experience to all Nu cardholders. This mindset is present in everything we do – from the way we design our processes to the tone we use in every customer interaction. We want to build a meaningful relationship with each one of our customers and therefore we believe this is one of our biggest competitive advantages.

What are we looking for?

  • Graduates from all courses (bachelor degree) 
  • Spanish speakers with a great understanding of English (intermediate english)
  • Passionate about Customer Service and technology
  • Great people skills – good listener, enjoys engaging in discussions with people with different backgrounds and willing to go beyond and enchant customers
  • Customer Service background (desired – not mandatory)
  • Ability to give structured constructive feedback (product, tooling, customer perception, communication)
  • Problem Solver (own the problem)
  • Calculation/ Mathematics 
  • Analytical skills 
  • Multi-tasking skills.
  • Attention to details
  • Ability to develop rapport & demonstrate a caring attitude.
  • Good grammar and written skills

What are some examples of problems or tasks a Customer Excellence Analyst will work in?

Xmart

  • Provide support to our customers’ concerns via chats, emails and calls regarding identity and security / Fraud Prevention.
  • Handle interactions and day to day work using the main platforms and tools provided by Nu
  • Analyze customer’s application data and documents submitted
  • Collect feedback and suggestions from customers and prospects
  • Triage and treat potential bugs and operational issues affecting customers
  • Identify opportunities to improve our internal processes and share with leaders

The candidate will fit well if:

  • He/She thrives in dynamic, fast-paced, results oriented teams
  • He/She is hungry and enjoy being constantly challenged to learn and do more
  • He/She embraces conflict of ideas and like to question the status quo
  • He/She fast and easily adapts to changing situations and priorities
  • He/She believes in building great products and doing great work
  • He/ She doesn’t settle for half baked answers and get to the heart of the matter
  • He/She anticipates questions and problems that may arise
  • He/ She Wows customers and exceed their expectations in every interaction
  • He/She is curious, and genuinely listen to customers
  • He/She understands the hard tradeoffs and abide by the NuCode to handle sensitive situations
  • He/She has eye for detail and investigation
  • He/She is open to work on weekends
  • He/She has the emotional intelligence to deal with potential fraudsters

Nice to have skills / experience

  • Customer Excellence Experience
  • Financial Sector Experience
  • Fraud Analyst Experience (optional)

Our Benefits 

  • Chance of earning equity at Nubank
  • Extended maternity and paternity leaves 
  • Health and life insurance 
  • NuCare – Our mental health and wellness assistance program
  • Nucleo – Our learning platform of courses
  • NuLanguage – Our language learning program
  • Holiday Bonus (“Aguinaldo”) of 30 days of pay per year
  • 17 days of paid vacation with 25% vacation bonus
  • Gym partnership

The position is based in CDMX. 

Our Nu Way of Working 

Our work model is hybrid and has cycles that can be from two to three months according to the business of ​​expertise. For every eight or twelve weeks of remote work, one will be at the office. Check more information here.

Diversity & Inclusion

At Nu, we want to be sure that we’re building a more diverse and inclusive workplace that reflects the customers we serve and seek to empower. That’s why we hire based on equality. We consider gender, ethnicity, race, religion, sexual orientation, and other identity markers as enriching elements to our company while ensuring neither of them represent a barrier when recruiting fantastic talent.