Online Update Analyst

Job Description

Purpose of the Position

Ensure comprehensive attention and response to claims, petitions, investigations for control entities, and other written communications presented by citizens and subscribers, through the execution of required actions in information systems. The Analyst must ensure effective quality control in each management, in order to provide timely, complete, and substantive responses, in compliance with current regulations and the service level agreements (SLA) established by the company.

Functions of the Position – Petitions Rights Analyst

Comprehensive attention and response to requests:

Manage in a timely and complete manner the Petitions Rights, claims, and information requests presented by the Data Subjects, complying with the terms established in Law 1266 of 2008 and Law 2157 of 2021, ensuring a substantive response that guarantees citizen satisfaction and regulatory compliance.

Analysis and quality of assigned cases:

Perform a detailed analysis of each case, identifying the context, background, and applicable regulations, to ensure that the issued response complies with the quality standards defined by the organization.

Follow-up on escalations:

Actively monitor cases that require intervention from other areas or hierarchical levels, ensuring that escalations are managed within established times and that the traceability of each management is maintained.

Management of operational incidents:

Register, document, and follow up on incidents that arise during operations, contributing to the identification of improvement opportunities and the mitigation of operational risks.

Compliance with security policies:

Ensure that all actions performed align with the information security and personal data protection policies defined by the organization, guaranteeing the confidentiality, integrity, and availability of the processed information.

Administrative tasks and process compliance:

Execute the administrative tasks inherent to the position, following the processes and procedures established by the Vice Presidency and the organization, including the correct documentation, archiving, and traceability of each managed case.

Qualifications

• Professional degree or final-year student in Business Administration, Law, or related administrative fields.
• Experience: Minimum 1 year of experience in similar roles, with a focus on responding to petitions, claims, and written communications, preferably in regulated environments or with direct interaction with citizens and subscribers.
• Required Technical Knowledge: Proficiency in Office Suite (Word, Excel, Outlook, PowerPoint). Preferable knowledge of the Bizagi tool for process management. Familiarity with document management and case traceability systems.
• Key Competencies: Critical information analysis, assertive and effective communication, excellent spelling and writing, teamwork and inter-area collaboration, adaptation to change in dynamic environments, management under pressure, maintaining quality and timely compliance.