Operations Associate – Customer Service & Credit Support

About the role

We are looking for an Operations Associate to serve as the single point of entry for customer inquiries in both English and Portuguese. The role supports credit and underwriting processes, customer service, cash application and accounts receivable activities, ensuring timely and accurate handling of requests.

Key responsibilities

• Receive and log all email and call cases related to credit lines, limit increases, status inquiries, disputes, account changes, merchant reimbursements, authorizations, billing and invoice processing.
• Provide end‑user guidance for payment application via portal and conduct manual cash application.
• Communicate effectively with customers through inbound and outbound calls and emails, identifying needs and proposing solutions.
• Collaborate with internal teams to route cases according to the Procedures Manual and Service Level Agreements.
• Escalate issues following defined escalation procedures and ensure timely resolution.

Required profile

• At least one year of experience in a contact‑center or customer relationship management environment.
• Strong written and verbal communication skills in English (minimum B2) and Portuguese (minimum B2).
• Ability to manage multiple tasks simultaneously and meet deadlines.
• Good time‑management and organizational abilities.
• Basic computer proficiency, including typing.

Required skills