Rep II, Operaciones Consumidor

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

📋 Description

• Manage, analyze, and project responses to requests, complaints, regulatory requirements, and consumer inquiries through established channels.

• Address and log rectification orders, ensuring follow-up and closure within the specified deadlines.

• Follow up on complaints and requests, coordinating with relevant areas to achieve timely resolution.

• Ensure compliance with response times defined by legislation, regulators, and internal policies.

• Prepare operational reports, management indicators, and regulatory reports.

• Safeguard the confidentiality of information and adhere to documentation retention and data protection requirements.

• Support internal and external audits by collecting, validating, and documenting information.

• Identify and escalate significant risks or findings.

• Recognize improvement opportunities in consumer service, analysis, and response processes.

• Monitor regulatory changes and update procedures and operational manuals accordingly.

• Follow up on the updates of manuals and operational documents.

• Train and guide clients and users on request management platforms, complaints, and inquiries.

• Manage the inventory and documentation cleansing for the area.

• Handle requests related to updates of judicial files and respond to citizens or legal representatives.

• Collaborate with other consumer operations within TUCA to ensure operational continuity and service levels.

⛳️ Requirements

• Minimum of 1 year of experience in customer service, complaint management, service operations, or similar functions in regulated or compliance environments.

• Knowledge of consumer service processes, document management, and tracking of regulatory requirements.

• University studies in Business Administration, Law, Public Relations, or related fields; relevant equivalent experience will be considered.

• Experience working under service indicators and compliance with regulatory deadlines.

• Ability to analyze information, draft formal responses, and manage multiple cases simultaneously with a high level of accuracy.

• Excellent written and verbal communication skills, customer orientation, and attention to detail.

• Intermediate proficiency in Microsoft Office 365 (Excel, Outlook, Word, and Teams).

• Proficient in case, request, or complaint management tools.

• Experience in preparing and analyzing operational reports and management indicators.

• Digital document management and record control.

• Secure handling of confidential information and adherence to data protection policies.

• Knowledge of consumer protection regulations, data protection, or financial regulatory frameworks.

• Previous experience in companies within the financial, credit, or regulated service sectors.

• Basic English skills for reading documentation and using corporate tools.

• Experience participating in internal or regulatory audits.

• Familiarity with continuous improvement methodologies and process optimization.

🏝️ Benefits

• Remote position

• Work/life flexibility

• Resources for teams across the globe to collaborate and drive excellence

• Professional development support and opportunities to grow, innovate, and contribute

• Access to assistance with professional development