Customer Service Analyst I – Collections

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Engage in financial negotiations aimed at resolving outstanding balances and recovering funds;

• Foster trustworthy relationships with our clients by providing an exceptional experience;

• Maintain the quality of service within defined SLAs;

• Demonstrate ownership and urgency by ensuring each request is followed through to resolution;

• Recognize opportunities for enhancement and gather feedback during interactions;

• Document all interactions in the systems, ensuring the information is accurate;

• Address inquiries regarding invoices, payments, agreements, and other financial issues.

⛳️ Requirements

• Proven experience in financial negotiations, collections, or debt recovery;

• Background in customer service (CX, CS, or related fields);

• Strong analytical skills to identify opportunities and suggest improvements;

• Familiarity with service metrics such as TEI (Time Between Interactions) and CSAT (Customer Satisfaction Score);

• Proficient in Microsoft Office;

• Excellent, empathetic, and concise communication abilities;

• Organized and proactive individual with a strong execution mindset;

• Experience with Zendesk is a plus.

🏝️ Benefits

• Meal and/or food allowance

• Health and dental plan

• Transportation voucher

• Extended maternity and paternity leave

• Childcare allowance

• Health support: partnerships with Wellhub and Zenklub

• Educational support

• Discount on airline tickets

• Partnership for pet health insurance

• Access to Arco educational materials for employees' children

• Partnerships for MBA and postgraduate programs