Especialista en Atención a Reclamaciones Regulatorias - 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.

• Gestionar de principio a fin las quejas y requerimientos regulatorios asignados.
• Dar seguimiento puntual a los casos mediante la coordinación con áreas internas resolutoras, asegurando la recepción de información dentro de los tiempos comprometidos.
• Monitorear y controlar los plazos regulatorios, identificando oportunamente riesgos de incumplimiento y ejecutando acciones de escalamiento cuando sea necesario.
• Analizar y validar que las respuestas proporcionadas por las áreas involucradas cumplan con los requerimientos del regulador y atiendan integralmente la solicitud planteada.
• Elaborar informes, escritos y comunicaciones dirigidas a autoridades regulatorias, asegurando claridad, precisión y apego a la normativa aplicable.
• Mantener actualizados los sistemas y herramientas internas para el adecuado control, registro y trazabilidad de los casos.
• Ejecutar actividades administrativas relacionadas con la gestión de casos, documentación y controles internos.
• Contribuir a la mejora continua de procesos, controles y herramientas relacionadas con la atención de requerimientos regulatorios.

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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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