Customer Specialist - C05 - CIUDAD DE MEXICO

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.

REQUISITOS

•Mínimo 2 años de experiencias en el ramo de Seguros & Pensiones

•Escolaridad: Licenciatura Truca, en curso o concluida

•Documentación de Procesos

• Habilidades de negociación

• Habilidades de comunicación y enseñanza

• Paquetería Office Nivel Intermedio (manejo de Excel y Power BI deseable)

RESPONSABILIDADES

•Atención Auditorías internas

• Documentación y actualización de procesos internos

• Brindar Capacitación de procesos

•Monitoreo de llamadas telefónicas

•Desarrollo de planes de acción y métricas para el seguimiento de proyectos de mejora continua

• Supervisar la ejecución adecuada de los procesos de QA para lograr la meta de KPI’s de Calidad

• Generar reportes y análisis de calidad para la toma de decisiones

• Detectar las deficiencias en cuanto a la ejecución del conocimiento de los diferentes procesos de cada

•Monitoreo y seguimiento a encuestas de satisfacción

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

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.

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