About Divibank

At Divibank, we are developing the leading platform for online businesses in Latin America, combining payment solutions and access to capital. With our payment orchestration solution, we integrate multiple payment methods, helping businesses reduce costs, increase transaction approvals, and drive sustainable growth. Our mission is to be the go-to partner for companies looking to expand efficiently, offering technology and personalized support in an all-in-one platform.

This is a PJ hybrid position, requiring 3 days a week in our office on Av Brigadeiro Faria Lima 1912.

About the Role and Team

We are looking for a Risk Operations and Customer Success Analyst to join our dynamic team. You will have the opportunity to drive the success of businesses in Brazil and play a critical role in ensuring smooth operational processes, providing exceptional customer support, and fostering strong relationships with our clients. The ideal candidate is detail-oriented, customer-focused, and driven by problem-solving. Our operations and customer success teams are the tip of the spear of our business, with agile thinking and excellent communication to drive positive change for our customers. This role is also critical in ensuring regulatory compliance, KYC, client onboarding, and risk analysis. It also plays a key role in financial transaction security and legal risk assessment within our payment operations.

The ideal candidate is organized and has a strong analytical mindset, good interpersonal skills, experience in fraud prevention, transaction monitoring, and compliance frameworks (AML, KYC), and also thrives in a fast-paced,high-growth fintech environment.

This position will work closely with legal & compliance, operations, and customer success teams to onboard and create relationships with customers, mitigate risks, monitor transactions, and ensure compliance with financial regulations, contributing to the protection of our business and customers.

Responsibilities

• Manage the processes of proposal generation, and client onboarding, ensuring agility and clear communication with all relevant teams.
• Conduct Know Your Customer (KYC) reviews of legal and regulatory status, and compliance with Anti-Money Laundering and Counter-Terrorism Financing (AML/CTF) requirements.
• Act as the main point of contact for customers, ensuring an efficient onboarding process, addressing inquiries, resolving issues, and ensuring a positive customer experience.
• Oversee customer support operations using CX tools to triage, prioritize, and resolve tickets quickly, delivering an exceptional customer experience that conveys trust and reliability.
• Monitor transaction data and chargebacks, quickly identifying fraud risks and implementing corrective actions.
• Ensure compliance with regulatory requirements and internal policies related to payment operations.
• Map and review operational workflows and data to identify gaps and propose improvements, whether through process adjustments, the implementation of third-party tools, or development suggestions for internal product and tech teams.
• Collaborate with technology and product teams to troubleshoot and resolve operational issues in a timely manner.
• Proactively engage with customers to understand their needs and ensure their satisfaction with our services.
• Work closely with the sales and product teams to align customer success initiatives to optimize customer journey
• Track and report customer success metrics, including satisfaction rates, retention, and churn reduction.

What Qualifications We Need

• Bachelor’s degree in Law, Business Administration, Finance, engineering or a related field (completed or in progress).
• 2+ years of experience in fraud prevention, operations, customer success, or a related role, preferably within the fintech or payments industry.
• Analytical and problem-solving skills, with the ability to interpret data and to make informed decisions.
• Exceptional communication and interpersonal skills, with a customer-first mindset.
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
• Strong sense of ownership and business orientation.
• Positive, willing to get hands dirty and proactive attitude.
• Strong problem-solving skills and ability to prioritize in ambiguous situations.
• Working proficiency and communication skills in English (verbal and written).

Nice to Haves

• Experience in the fintech or payments industry.
• Familiarity with Open Finance, PIX
• Experience with AML, KYC, CTF, and Brazilian regulatory frameworks, including Banco Central do Brasil (BCB) requirements.
• Experience in monitoring financial transactions for fraud detection, risk assessment, and regulatory compliance.
• Proficiency in using customer relationship management (CRM) and operations tools.
• Knowledge of analytics tools such as Google Analytics and Hubspot.

Personal Attitudes We Look For

• You get sh*t done!
• You do whatever it takes to get things moving and completed.
• You have an ownership mentality.
• You take responsibility, are proactive, and help bring out the best in others.
• You communicate clearly and concisely.
• You simplify complex subjects and adapt your message to different audiences.
• You are structured and organized.
• You break down complex problems into clear tasks and identify bottlenecks.
• You balance short and long-term priorities.
• You align your objectives with Divibank’s business goals.
• You are curious and have a growth mindset.
• You constantly seek learning opportunities and professional development.
• You are quietly confident and openly humble.
• You respect diverse perspectives and know when to step up and when to listen.

Key Benefits

• Health and dental insurance.
• Competitive salary.
• Chance of earning equity at Divibank.
• Flexible paid vacation.

To Apply

Please send us:

📩 Your resume and LinkedIn profile to vagas@divibank.co