Client Service Intermediate Analyst

Citi; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A major financial services firm in Mexico City is seeking a Customer Service Intermediate Analyst who will manage high-profile client portfolios, ensuring timely query resolution and ongoing support. The role requires 2-5 years of customer experience and strong project management skills. Candidates should demonstrate excellent communication skills and the ability to influence stakeholders, with a focus on enhancing client relationships and delivering quality results. The position offers opportunities for professional growth in a dynamic environment.

Formación

• 2-5 years of customer experience.
• Relevant experience in a business or financial environment preferred.
• Proven self-reliance and ability to manage risk.

Responsabilidades

• Manage a portfolio of high-profile clients and resolve queries.
• Provide coaching and support to the team.
• Inform clients about problems and provide resolution updates.

Conocimientos

Customer experience

Project management

Analytical skills

Communication skills

Client relationship management

Educación

Bachelor's degree or equivalent experience

Descripción del empleo

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support 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 a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Provide coaching and support to team and serve a point of contact for escalations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• 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

• 2-5 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education

• Bachelor's degree/University degree or equivalent experience

Manage Digital Platforms

Inglés intermedio conversacional

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.