BANAMEX_Analista de aclaraciones CONDUSEF-SIGE / C04

The Service Rep 4 is an entry level position responsible for assisting with customer service inquiries and providing solutions based on client needs in coordination with the Customer Service function. The overall objective is to analyze the best course of action to resolve client issues.

Responsibilities:

• Assist with evaluating and resolving service inquiries from clients across different platforms
• Effectively use various computer systems to complete assigned tasks and address account inquiries
• Develop and maintain working knowledge of specific groups of Citi products and services
• Analyze and identify potential risks and identify solutions that meet client needs
• Complete assigned tasks in an accurate and efficient manner
• Solve disputes and retain clients, while minimizing operating loss, through adherence to established rules and regulations
• 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:

• 1-3 years’ work experience in a related role
• Proficient in Microsoft Office and Windows Operating Systems
• Demonstrated experience solving customer service inquiries
• Effective verbal and written communication skills
• Ability to work in a fast pace environment
• Excellent technical and data entry skills, including the utilization of a 10-key touchpad
• Proven ability to navigate multiple systems and customer service platforms concurrently

Education:

• High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

PARA LA POSICIÓN REQUERIMOS:

• Bachillerato concluido, licenciatura pasante o truncas en áreas económico-administrativas
• Conocer los productos y servicios que brindan las instituciones financieras
• Experiencia en aclaraciones
• Conocimiento de aclaraciones CONDUSEF
• manejo de EXCEL
• Habilidades de análisis de datos
• Trabajo en equipo y excelente actitud.
• Agilidad y dominio en captura alfanumérica
• Capacidad de análisis y comprensión de lectura
• Calidad en redacción y estructura para la elaboración de la carta respuesta al regulador
• Trabajo bajo presión
• Orientación a resultados
• Ser responsable y comprometido con la ejecución de su trabajo
• Excelente adaptación al cambio

EL OBJETIVO DE LA POSICIÓN ES:

• Brindar seguimientos de las aclaraciones con las áreas internas
• Revisar los comentarios en la solicitud de cliente e información adicional para complementar el expediente del cliente de la aclaración.
• Incrementar la calificación del IDATU, así como la implementación de estrategias y mejora continua en el proceso mediante respuestas certeras, efectivas, completas en tiempo
• Asegurar la atención y servicio a los usuarios de productos financieros que brinda la Institución.
• Atender las solicitudes relacionadas a información adicional y seguimiento de las aclaraciones,
• Verificar la atención en tiempo de acuerdo a lo establecido en la Ley de Transparencia.
• Documentar los casos de acuerdo con lo que requiere el cliente
• Revisión de carta respuesta al cliente

LA MODALIDAD Y HORARIO DE LA POSICIÓN ES:

• EDIFICIO REVOLUCIÓN 1267
• HIBRIDA (3 EN OFICINA, 2 EN CASA)
• Lunes a viernes
• 8 a 17 h

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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.

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