Banamex/ Supervisor del Proceso de Aclaraciones/ Quejas Service Associate - C08 - Ciudad De Mexico
Citigroup · Mexico City
The Service Associate position is an entry-level position responsible for executing customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.
Responsibilities:
- Conduct client verifications, account related inquires, processing transactions and cross sell an expansive set of products and services to existing and new clients
- Resolve inquires and manage client issues based on empowerment grid including but not limited to: waiver of late charges, interest charges, annual fees and write-offs, banking fees, charges for all cards and ready credit products to prescribed limit
- Make recommendation for temporary line increase, as necessary
- Develop and maintain detailed knowledge of an expansive set of products and service offerings
- Escalate potential fraud cases to the Fraud department and sign on behalf of the bank, if needed
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
- 2-5 years of relevant experience
- Basic level experience in a related role (combination of education/experience)
- Effective written and verbal communication skills
- Influencing and relationship management skills
- Proven ability to creatively solve problems
Education:
- Bachelor’s/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Funciones
- Coordinar a equipos operativos, tecnológicos y administrativos
- Revisa el proceso de los ejecutivos de aclaraciones/ quejas que el proceso se haya ejecutado correctamente conforme a politicas y procedimientos
- Supervisar Analistas de Aclaraciones/ Quejas
- Brindar diretriz a los analistas de quejas/ aclaraciones
- Seguimiento y escalamiento de hallazgos del área de aclaraciones/ quejas
- Creación y seguimiento a tendencias de quejas
Requisitos
- Excelentes habilidades para trabajo en equipo y supervisión de equipos de trabajo multidisciplinarios
- Habilidades para transmitir conocimientos específicos de forma práctica y estructurada
- Excelentes habilidades interpersonales de relacionamiento con personal de todos los niveles de una organización.
- Excelentes habilidades de comunicación oral y escrita para la creación y presentación de documentos de trabajo y entregables.
- Atención de problemas de manera inmediata (sentido de urgencia)
- Capacidad de análisis
- Conocimiento sobre los productos de Banamex,
- Habilidades en ADMWIN, Platino, ECS, ONDMAND
- Paqueteria Office
- Excel Intermedio avanzado
Zona de trabajo
Alvaro Obregon
Lunes a viernes de 9:00 a 7:00
Hibrido
17,163.37
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Job Family Group:
Customer Service------------------------------------------------------
Job Family:
Service------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View the "EEO is the Law" poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting
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