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Customer Advocate Specialist

**Be the next Customer Advocate Specialist at Global66,** join us in improving the quality of life for individuals and businesses through technological financial products and services. We are a Tribe made up of more than 200 people from different nationalities, located across several countries (Chile, Argentina, Peru, and Colombia). We connect through a service that does not believe in borders; we have team awareness, we are passionate about what we do, and we celebrate every achievement as if our favorite team had won. We have set out to build the largest global financial services platform in Latin America, and there's no better way to achieve this than with a great team full of talented individuals who challenge themselves daily to generate the best ideas, break the limits of the impossible, and take risks that lead them to achieve results. ### **Your upcoming challenges** At **Global66**, we believe that customers are the foundation and center of our business. For this reason, the **Customer Advocate Specialist at Global66** is the CX ambassador within the Fraud department. The role aims to defend the customer by protecting consumers in regulated countries (investigation and formal response), managing communication and reviewing cases involved in scams, fraud (or prevention thereof), or misconduct, as well as auditing various processes that could pose a risk to Global66 and its customers. * Exercise due diligence toward the customer, demonstrated in the following actions regarding potential fraud and misconduct cases: + Provide adequate and sufficient information about rights, obligations, and costs of the different products and services enabled through expert-level customer contact channels. + Provide timely, respectful service within established timeframes to customers throughout the development of their relationships and in the normal course of operations. * Manage advocacy cases raised to consumer protection agencies (Sernac, Indecopi, DCF, etc.), as well as customer petitions. * Lead communication and case management for high reputational or regulatory risk situations involving scams, fraud, or suspected misconduct. * Coordinate with the Fraud department procedures, alignments, and any requirements needed when contacting customers under suspicion of fraud. * Handle various backoffice platforms to obtain the necessary information and context to understand and manage required investigations related to advocacy and fraud. * Reduce operational and regulatory risk through continuous audits of critical CX processes. * Review all fraud, scam, or misconduct suspicions raised by the Customer Experience team. * Serve as fraud ambassador and coordinator on security and advocacy matters, responsible for informing and aligning workflows between Compliance, Fraud, and CX. ### **What we're looking for** * Completed university studies in administrative, mathematical, or humanities fields. * 2 years of experience in communications, support, Community Manager, Customer Experience, and/or Customer Success. * Advanced English or Portuguese (mandatory) ### **Benefits** We are a high-performance team, which means being here is being among the best. We are proud to represent Global66 and to be part of this tribe. We value diversity and only have room for those hungry for growth! **Additional benefits include:** * We offer 300 USD for continuous education * Monthly discount coupon for transfers via our app * Free dress code * Birthday free day * Global66 gifts you the computer after 2 years And even more… you'll gain access to a state-of-the-art benefits app, * Virtual Fitness * Telemedicine * Nutritionist * Psychological Support * Meditation App

Cra. 11B #99-25, Bogotá, Colombia