BANAMEX // Distrito SLP // Volante Sr. SLP

Banamex; San Luis Potosí; On-site; MXN 240,000 - 360,000; Full time

Job summary

Citi in San Luis Potosí is seeking an entry-level Customer Service Representative 5 to assist with client inquiries and provide resolutions in coordination with the Customer Service team. The role emphasizes delivering timely responses and maintaining strong client relationships within a full-time capacity.

You will engage with clients to review productivity and usage, provide scorecards, and ensure adherence to regulatory standards while maintaining excellent service quality.

Qualifications

• Experience in customer service and/or finance.
• Proven critical thinking and crisis management skills to solve problems.
• Strong written and verbal communication and attention to detail.

Responsibilities

• Manage client inquiries with proper investigation and timely resolution per standards.
• Develop and maintain client portfolio through regular calls and face-to-face interaction.
• Provide clients with transactional/inquiry scorecards and host review calls on productivity and self-service usage.
• Inform clients about problems and provide regular resolution updates.
• Escalate feedback, delays, and errors appropriately.
• Maintain knowledge of market and regulatory requirements affecting client portfolio.
• Ensure adherence to departmental standards and a strong control environment.
• Deliver exceptional client experience measured by defined metrics.
• Assess risk when making business decisions, safeguarding Citi and its clients.

Skills

Customer service

Microsoft Office

Crisis management

Attention to detail

Communication skills

Education

High school diploma or equivalent

Job description

The Customer Service Representative 5 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools
• Inform customer about problems (system failures, market issues) and provide regular resolution updates
• Escalate customer feedback, processing delays and errors appropriately
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards and maintain control environment
• 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 of relevant experience
• Experience in customer service and/or finance
• Proficient in Microsoft Office
• Proven critical thinking and crisis management skills used to problem solve and make decisions
• Consistently provide attention to detail to ensure accuracy
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving results

Education:

• High school diploma or equivalent

Job Family Group

Customer Service

Job Family

Institutional Customer Service

Time Type

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

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

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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