Customer Service Team Lead

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Job Overview

The Customer Service Team Lead is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.

Responsibilities:

• Allocate work as a team leader for a team of clerical/support employees (mostly entry-level positions)
• Applying working knowledge of technical and professional concepts and in-depth knowledge of team goals
• Exchange information to team
• Make evaluative judgements based on the analysis of factual information
• Mentor team and review completion and quality of team’s work, as needed
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• Previous relevant experience preferred
• Field experience and leadership experience
• Knowledge of procedures and concepts within own technical/subject area
• Proven ability to work as a team and with external units to deliver quality customer service
• Proven investigative and analytical skills
• Consistently demonstrates clear and concise written and verbal communication
• Portuguese and English required

Education:

• Bachelor's degree/University degree or equivalent experience

• Portuguese and English required

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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