Customer Svc Intmd Analyst

Citigroup Inc.; México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Citigroup Inc. is seeking a Customer Service Intermediate Analyst to support clients and collaborate with the Customer Service team.

The role focuses on addressing external customer issues and delivering ongoing service with professionalism and adherence to departmental standards. You will manage client interactions, provide timely updates, escalate when needed, and contribute to process improvements to enhance the client experience.

Formación

• 2-5 years of customer service experience.
• Proficient in English.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple tasks.
• Ability to influence stakeholders and work with cross-functional teams.

Responsabilidades

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally.
• Provide coaching and support to team and serve as point of contact for escalations.
• Develop and maintain client relationships through regular calls and meetings.
• Inform clients about issues and provide regular resolution updates.
• Advise on process improvements to enhance client experience.
• Escalate feedback and processing delays appropriately.
• Conduct analyses to resolve problems and coordinate with internal teams.

Conocimientos

Customer service

English proficiency

Communication

Project management

Risk awareness

Educación

Bachelor's degree

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 esclations
• 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
• Proficient in English
• 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

Ingles Avanzado

Full time

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