Customer Support Expert | PQRS Analyst

About the role

This role owns the end-to-end ownership of customer Petitions, Complaints, Claims, and Suggestions (PQRS) within Addi's operations, ensuring every interaction is handled with precision and care. You are responsible for driving timely, accurate, and empathetic resolutions that directly protect customer satisfaction and preserve trust in the brand. The position requires you to analyze each case deeply, extracting actionable insights that fuel continuous improvement across processes and policies. You will act as the frontline guardian of the customer experience, balancing regulatory expectations with human-centric communication. By owning the full resolution lifecycle, you contribute directly to Addi's mission of delivering financial freedom and abundance to millions of Colombian consumers. Your work will provide valuable feedback loops to internal teams, helping shape product, operations, and compliance decisions based on real-world PQRS data.

Key facts

What you'll do

• Orchestrate the complete lifecycle of PQRS cases, from intake through resolution and closure, maintaining rigorous standards of accuracy and empathy.
• Diagnose the underlying root causes of customer issues by dissecting complex complaints, claims, and requests with structured analytical thinking.
• Translate ambiguous customer narratives into clear, actionable case records that capture emotional context, factual details, and regulatory implications.
• Identify systemic trends and recurring patterns in PQRS data, proposing targeted improvements that reduce volume and enhance process efficiency.
• Act as the primary customer advocate, ensuring every decision prioritizes fairness, transparency, and timely follow-through on commitments.
• Collaborate cross-functionally with Operations, Product, Legal, and Risk teams to gather information, align solutions, and resolve multi-layered cases.
• Apply deep knowledge of consumer protection regulations and quality standards to ensure all PQRS handling remains compliant and consistent.
• Document every interaction and decision with precision, creating a reliable audit trail that supports continuous improvement and internal reviews.
• Proactively seek feedback from customers and internal stakeholders to refine communication styles and resolution strategies.
• Monitor key performance indicators related to PQRS resolution, identifying opportunities to reduce handling time while maintaining or improving satisfaction.
• Champion a culture of ownership by taking full responsibility for case outcomes and learning from both resolved and escalated situations.
• Drive the implementation of corrective actions, ensuring that improvements are embedded into workflows and monitored for long-term effectiveness.

Requirements

• You possess exceptional customer focus and empathy, consistently placing yourself in the customer's shoes to understand their concerns and expectations.
• You demonstrate genuine empathy in every interaction, showing care and understanding when customers express frustration, anxiety, or disappointment.
• You act as a strong advocate for the customer, working relentlessly to find fair, balanced, and satisfactory resolutions to their issues.
• You have strong analytical and problem-solving abilities, capable of breaking down complex situations into manageable components and identifying root causes.
• You can diagnose the source of customer complaints, requests, and claims by asking the right questions and connecting seemingly unrelated details.
• You are solution-oriented, proactively designing and implementing effective actions that resolve issues accurately and within established timeframes.
• You recognize recurring patterns and trends in PQRS data, using these insights to suggest practical improvements to products, processes, and policies.
• You communicate clearly and professionally, adapting your tone and style for both customers and internal stakeholders across written and verbal channels.
• You manage and de-escalate challenging conversations with composure, maintaining professionalism even in high-pressure or emotionally charged situations.
• You work effectively in collaboration with colleagues from Operations, Product, Legal, and other departments to gather information and implement joint solutions.
• You manage a high volume of cases with meticulous organization, ensuring that every detail is documented, tracked, and followed up without delay.
• You strictly adhere to established procedures and protocols, guaranteeing consistency, compliance, and quality in all PQRS handling activities.
• You maintain awareness of relevant consumer protection laws and regulations that apply to financial services in Colombia, ensuring full compliance in your decisions.
• You are committed to upholding the highest standards of quality and accuracy, reviewing your work carefully before submission or closure.
• You welcome feedback from peers, supervisors, and customers, using it as a tool to refine your performance and improve your PQRS handling skills.
• You actively look for opportunities to enhance the customer experience, proposing changes that make the PQRS process smoother and more intuitive.

Nice to have

• Familiarity with relevant consumer protection laws and regulations specific to financial services in Colombia.
• Previous experience in customer support, customer success, or roles involving high-volume case management.
• Exposure to PQRS or complaint handling processes within financial or technology environments.
• Strong written communication skills in Spanish and proficiency in additional languages.
• Basic knowledge of financial products and payment ecosystems.
• Experience using CRM, ticketing systems, or case management tools to track and resolve cases.
• A demonstrated commitment to continuous improvement and data-driven decision making.

Practical notes

Full-time schedule in Bogotá.

Travel, visa, or application deadline information is not provided in this posting.