Universo is a financial institution leader in the issuance of credit cards in Portugal ("Cartão Universo") with more than 1 million customers. It has the goal of disrupting the banking industry in Portugal by innovating in the areas of consumer payments, credit and insurance.
Our clients are the stars that set our course and make our work shine.
Want to be part of our Universe?
Join Our Team as a
Complaints Analyst
Are you passionate about delivering exceptional customer experiences and turning challenges into opportunities? We're looking for a Complaints Analyst with 1–3 years of experience in complaint management to become a key part of our Customer Service team.
You will be responsible for:
* Complaint Analysis: Ensure all complaints received are properly recorded, analyzed, and categorized, guaranteeing a clear understanding of the customer's concern
* Response Coordination: Collaborate with internal teams to gather accurate information and deliver complete, timely responses
* Customer Communication: Draft and send clear, empathetic, and solution-oriented communications, keeping customers or entities informed throughout the process
* Monitoring Deadlines & Quality: Track response times and solution quality to ensure compliance with agreed service levels
* Root Cause Analysis: Identify recurring or critical complaints to uncover improvement opportunities in processes or product features
* Propose Improvements: Work closely with internal teams to implement correct and preventive actions that reduce complaint occurrences
* Reporting & Metrics: Prepare periodic reports with relevant indicators (volume, categorization, resolution time, customer satisfaction, etc.) to support decision-making and continuous improvement
If you have:
* Previous experience in roles related to complaint management or customer support
* Proven experience in dispute resolution, complaint management, back-office operations, and banking or credit-related processes
* Outstanding communication skills, with the ability to collaborate effectively and work as part of a team
* Strong analytical skills with the ability to interpret transaction data and customer evidence and a passion for continuous improvement
* Proficiency in digital tools, including MS Office and CRM or complaint management platforms
* Excellent organizational skills and the ability to manage priorities in a dynamic environment
If you are:
* Excited about creating exceptional customer experiences and transforming challenges into meaningful solutions
* Skilled at analyzing complex situations and finding practical, customer-focused solutions
* A strong communicator who thrives in collaborative environments and enjoys working closely with diverse teams
* Detail-oriented and organized, with the ability to manage priorities in a fast-paced environment
What we offer:
* Gross salary €1500 plus additional benefits
* Flextime and a hybrid working model, with three days in the office and two from home, allowing you to work smarter instead of longer.
* Professional growth – you will have a personalized training plan.
* A dynamic role contributing to the core data capabilities of a financial institution.
* Growth opportunities toward mid- and senior-level engineering roles.
* A collaborative and cross-functional environment.
We aim for greatness and boldness. We want to achieve the extraordinary, bringing your full self to what you do.
If you believe you can be a part of our Universe, please submit your CV.
Ready to take the next step? Apply now and help us shape a better customer experience
Diversity & Inclusion
We are committed to fostering an inclusive workplace where everyone feels respected, valued, and given equal opportunities to thrive. We believe diversity drives innovation and strengthens teams. All applications will be considered fairly and based on merit, regardless of gender, age, background, identity, or personal circumstances.
Data Privacy
Your privacy matters to us. Any personal data shared will be used solely for recruitment purposes, handled confidentially, and processed in accordance with GDPR regulations.
For more information, please contact