Customer and Agent Service Analyst

Responsibilities

• Provide first-line face-to-face advisory and support to customers and agents to resolve doubts and inquiries efficiently.
• Manage and collect multi-line documentation for various procedures, ensuring proper follow-up with internal departments.
• Support virtual customer service to meet established service levels and expectations.
• Analyze operational or service issues to determine root causes and implement urgent corrective actions.
• Provide administrative support to ensure compliance with service level agreements.

Requirements

• Completed degree (Licenciatura or Ingeniería) in an Economic-Administrative field.
• Proven experience in customer service, specifically handling critical clients.
• Experience in the insurance sector (Auto, Health, or Life) and knowledge of policy conditions.
• Strong administrative, analytical, and follow-up skills.
• Proficiency in Google Suite and/or Microsoft Excel (Basic level).
• Strong reading and writing skills in Spanish.

Preferred Qualifications

• Knowledge of claims management (Siniestros) across multiple insurance lines.
• Background in statistical analysis and administration.

About the Company

GNP is a leading insurance provider dedicated to providing security and peace of mind to its clients through professional service and comprehensive coverage.