PQRS Analyst (Fintech)

TL;DR

PQRS Analyst (Fintech): Processing and resolving customer Petitions, Complaints, Claims, and Suggestions (PQRS) to drive customer satisfaction within a leading financial platform. Focus on root cause analysis of complaints, improving operational processes, and ensuring regulatory compliance in the Colombian market.

Location: Bogotá, Colombia

Company

hirify.global is a leading financial platform and Buy Now, Pay Later provider in Colombia, creating a seamless ecosystem for payments, shopping, and banking.

What you will do

• Process customer PQRS (Petitions, Complaints, Claims, and Suggestions) with accuracy and empathy.
• Analyze complaint data to identify root causes and recurring patterns.
• Propose and implement process improvements to enhance customer loyalty and experience.
• Collaborate with Operations, Product, and Legal teams to resolve complex issues.
• Maintain high quality standards and strict adherence to internal protocols.

Requirements

• Must be based in Bogotá, Colombia.
• Proven ability in empathetic communication and strong customer advocacy.
• Analytical skills for thorough issue diagnosis and solution orientation.
• Experience in case management and tracking high volumes of requests.
• Ability to manage and de-escalate challenging customer interactions.
• Knowledge of consumer protection laws and financial regulations in Colombia.

Nice to have

• Ability to recognize trends and patterns in PQRS data for product improvements.
• Experience collaborating across different functional teams.
• Proactive mindset for streamlining resolution processes.

Culture & Benefits

• Opportunity to work at one of Colombia's fastest-growing marketplaces.
• Conscious company culture driven by experience in scaling technology and products.
• Backed by world-class investors including Andreessen Horowitz and Goldman Sachs.

Hiring process

• People Interview: 30-minute conversation regarding values, motivations, and professional journey.
• Assessment Center: 120-minute technical challenge focused on analysis, decision-making, and risk escalation.
• Guaranteed feedback for all candidates regardless of the outcome.