As a Senior Analyst for Special Cases, you will play a key role in the continuous improvement of our internal flows and processes related to financial customer service. You will be focused on analytical and strategic tasks to identify inefficiencies, mitigate risks, and ensure that our operations not only comply with Colombian regulations, but also optimise the customer experience and prevent potential issues with regulators.

Responsibilities

• Analysis and Optimization of flows and processes
• Design and analyse existing flows and procedures in the Financial Consumer Service System (SAC) to identify opportunities for improvement and operational efficiency
• Propose and implement solutions that optimise response times and quality in the management of requests, complaints and claims (PQRS), seeking to reduce errors and increase customer satisfaction
• Generate and maintain a record of the reasons for PQRS and general queries, which will serv...