Banamex Customer Specialist - CIUDAD DE MEXICO

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Job Overview

The Customer Specialist 5 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 apply a broad knowledge of Citi’s products, services and procedures to efficiently resolve service issues.

Responsibilities:

• Assist with providing solutions to inbound customer inquiries through effective problem solving and decision making
• Develop and apply thorough knowledge of practices and procedures to accomplish team goals
• Assist immediate manager with team motivation and performance monitoring
• Mentor associates to improve individual performance
• Consistently achieve individual and team performance targets under little to no direct supervision
• 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:

• 2-4 years’ experience in a related role
• Proficient in Microsoft Office
• Effective verbal and written communication skills
• Sales experience
• Excellent influencing and relationship management skills
• Proven ability to work under limited supervision and seek out advancement opportunities
• Excellent technical and data entry skills, including utilizing a 10-key touchpad
• Proven ability to creatively solve problems

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.

FORMACIÓN ACADEMICA

• Escolaridad: Licenciatura Truca, en curso o concluida en Psicología, Pedagogía, Administración, Recursos Humanos, Educación, Comunicación o carrera afín

EXPERIENCIA

• Mínimo 1 año de experiencias en el ramo de Seguros de Vida & Accidentes
• Entre 1 y 2 años de experiencia en capacitación corporativa, aprendizaje organizacional o diseño instruccional
• Experiencia administrando programas de certificación y planes de desarrollo
• Experiencia en diseño e implementación de programas de capacitación

RESPONSABILIDADES

• Dar seguimiento y control a programas de capacitación
• Documentación, desarrollo y actualización de Procesos Operativos
• Impartir capacitaciones de procesos Operativos a Proveedores
• Diseñar, actualizar e implementar programas de capacitación
• Detectar las deficiencias en cuanto a la ejecución del conocimiento de los diferentes procesos operativos
• Desarrollo de planes de acción y métricas para el seguimiento de proyectos de mejora continua
• Monitorear y supervisar indicadores clave de capacitación (KPI’s) incluyendo horas de formación, cumplimiento, satisfacción, efectividad y certificaciones
• Generar reportes y análisis de calidad para la toma de decisiones
• Manejo y Supervisión de evaluaciones 360
• Diseño e implementación de programas de capacitación, materiales didácticos, manuales, presentaciones, evaluaciones, guías y recursos multimedia
• Gestionar certificaciones estratégicas relacionadas con los procesos operativos
• Identificar áreas de oportunidad del equipo de capacitación mediante el análisis de brechas de competencias y desarrollar planes de acción en conjunto con los lideres del negocio

CONOCIMIENTOS TÉCNICOS

• Excel intermedio para el análisis de métricas y dashboards
• Manejo de herramientas como PowerPoint, Articulate o Similares
• Gestión de KPIs de capacitación

COMPETENCIAS CLAVE

• Excelente comunicación y habilidades de facilitación
• Pensamiento analitico y critico
• Proactividad y mentalidad de mejora continua
• Atención y colaboración efectiva con equipos de trabajo
• Organización y capacitación para gestionar múltiples proyectos simultaneamente

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Job Family Group:

Customer Service

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Job Family:

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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View Citi’s EEO Policy Statement and the Know Your Rights poster.