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Overview
Join Plata as a Back-Office Support Coordinator in Bogotá, Colombia, leading second-line Customer Care operations and managing complex cases while ensuring compliance and operational efficiency. Join Plata and be part of the financial revolution as we expand into Colombia! We’ve recently received our banking license in Mexico and are entering an exciting phase of growth, continuous innovation, and real opportunities for people who want to help build something great.
What you'll do
- •Manage and resolve second-line escalations, ensuring timely follow-up and closure of complex customer cases.
- •Monitor compliance with operational and regulatory SLAs, ensuring response and resolution times meet established standards.
- •Oversee the accurate registration, classification, and tracking of complaints and claims, ensuring data quality and regulatory compliance.
- •Design, implement, and scale the second-line Customer Care operation, including processes, team structure, and employee development.
- •Coordinate case resolution with internal stakeholders, including Legal, IT Support, and Customer Care teams, ensuring effective cross-functional communication.
- •Manage and prioritize multiple cases and initiatives simultaneously to maintain operational efficiency and deliver an excellent customer experience.
- •Generate and analyze performance, quality, and compliance reports to identify opportunities for continuous improvement.
Conditions
- •Competitive base salary
- •Full statutory benefits
- •Indefinite-term employment contract
Skills
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