**Do you want to develop your professional career?** BBVA is a global company with over 160 years of history operating in more than 25 countries, serving over 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with diverse profiles including finance, legal experts, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Contract Type:** Regular (Undefined) **What are we looking for?** Responsibilities: * Monitor and track outsourced personnel to ensure compliance with account, loan, insurance, legal, and ATM performance indicators (productivity, response times, quality of responses, etc.). Additionally, provide support in handling inquiries from Claims and Requests Analysts. * Conduct weekly follow\-up on claims and requests older than 30 days (overdue) to timely escalate cases to responsible parties within involved units/offices. Additionally, participate in monthly meetings with management and immediate supervisors to review complex and special cases and make decisions regarding their resolution. * Actively follow up and monitor recurring claims by participating in recurring claims committees and quality calibration sessions with the provider. * Monitor and control pending items requiring regularization due to returns made by the provider. * Identify process inefficiencies and propose improvements/initiatives to prevent claim inflow, increase productivity through mass closures, and reduce response times. * Review procedures/protocols developed and updated for customer service and contingency, coordinating until deployment with teams. * Coordinate with the provider and internal bank units to schedule required trainings and refresher sessions for the team on products/services and/or regulatory topics. * Monitor and track digital file creation in the tool to verify closed claim files according to the checklist stipulated by the bank. * Manage cases prioritized by branch network, internal units, or unit management. * Authorize transactions in Nacar, Harec, and Accounting Module. * Manage resending of account statements through the unified Notifications Inquiry Frontend upon customer request. * Perform other duties assigned by the leader and drive continuous improvement in the role. Requirements: * Experience in banking and/or financial products. * Data management: Dashboards. * Intermediate Excel skills (pivot tables). **Responsible Banking** --------------------- Our responsible banking model **aims to build a more inclusive and sustainable society.** Because the future of finance is financing the future. We started with the spirit of helping others make better financial decisions. That spirit remains today and drives us forward, prioritizing innovation and digital transformation, making opportunities of this new era accessible to all. **Diversity** -------------- At BBVA, we believe that having a **diverse team** makes us a better bank. For this reason, we **actively support diversity, inclusion, and equal opportunities**, regardless of race, gender, age, religion, sexual orientation, gender identity, gender expression, among others. We foster a collaborative and inclusive work environment that allows everyone to bring out their best. **Our Values** -------------------- **Our values define our identity** and are the driving force enabling us to fulfill our purpose, guiding all our actions and decisions. **Legal Requirements** If the position you are applying for is located outside the country where you currently reside, you may need to obtain a visa and/or work and/or residence permit, as well as meet any other requirements imposed by local labor and immigration regulations or applicable professional standards in the respective country. In the event you are the final candidate, BBVA may assist you in processing the corresponding permit/visa. However, if for any reason (i.) the corresponding visa and/or work and/or residence permit is not granted, or (ii.) any other requirements under applicable local labor and/or immigration and/or professional regulations for the position are not met, unfortunately you will be excluded from the position. Also, if you already hold a valid visa and/or work and/or residence permit for the respective country, please indicate this when applying for the position.