Back-Office Support Coordinator

3 нед. назад

ColombiaLATAMLead

customer servicesla managementcompliancecase management

Lead second-line Customer Care operation in Colombia, managing complex cases and ensuring compliance with SLAs and regulatory requirements.

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.

3+ years of experience in back-office operations, second-line customer support, or escalation management, ideally within banking, fintech, or financial services.
Proven experience leading or coordinating teams effectively.
Experience working with Smart Supervision or similar complaint/PQR management platforms, including compliance with regulatory SLAs (e.g., response deadlines established by the Financial Superintendence of Colombia).
Experience collaborating with Legal and IT Support teams to resolve complex cases.
Experience designing and implementing escalation processes and protocols from the ground up.
Proficiency with management and analytics tools such as CRM platforms, Google Workspace, Tableau, Confluence, Jira, or similar solutions.
Advanced conversational English.

Competitive base salary
Full statutory benefits
Indefinite-term employment contract
At Plata, we believe in people before titles. You'll find a place where your contributions are recognized, your growth matters, and every achievement is celebrated as a team.
We are a company that invests in talent, creates new opportunities, and supports your professional development every step of the way.

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.
As a Back-Office Support Coordinator , you will lead the second-line Customer Care operation in Colombia, managing complex cases that could not be resolved by the first line of support and either resolving them directly or coordinating with the appropriate teams (Legal, IT Support) to ensure timely resolution and closure with the customer.
You will be responsible for overseeing compliance with internal and regulatory SLAs, ensuring the proper management and reporting of complaints and claims (PQRs) through Smart Supervision, and building and scaling the team, processes, and operational framework from the ground up while maintaining strong collaboration with Legal and IT teams.
Monday to Friday
Bogotá, Colombia