Administrative Technician

• Analyze and process consumer and customer requests and complaints within the defined SLA using ServiceNow
• Route requests and complaints to the responsible departments, monitoring their handling and SLA compliance through ServiceNow
• Participate in new projects and continuous improvement initiatives
• Identify improvement opportunities and participate in creating controls and workflows
• Analyze complex cases referred through the Inconsistency Report
• Open, handle, or route internal tickets and incidents through ServiceNow
• Create work instructions in ServiceNow to standardize Back Office activities
• Use and govern AI agents to improve productivity and operational efficiency
• Evaluate opportunities to integrate AI agents to scale operations

• Bachelor’s degree preferred
• Previous experience serving financial institutions preferred
• Experience supporting internal and external customers
• Proficiency in Microsoft Office
• Experience using AI in day-to-day work
• Knowledge of Postman and APIs is a plus
• Analytical mindset
• Strong ability to collaborate across departments
• Excellent written and verbal communication skills

• Flexible meal and food allowances
• Bradesco medical insurance, extendable to dependents, with co-payment
• MetLife dental insurance
• Gym allowance
• Childcare allowance for children up to 2 years old
• Life insurance
• Private pension plan
• Annual profit-sharing bonus based on achievement of established targets
• For hybrid employees: mobility allowance (parking and fuel)
• For remote employees: home office allowance
• UniQuod, a corporate university offering courses
• Partnerships with various educational institutions