Senior Customer Service Rep - District Accounts, Mochis

Banamex; Los Mochis; Presencial; MXN 216.000 - 288.000; Jornada completa

Descripción de la vacante

Citi in Mexico is seeking a Customer Service Representative 5 to assist with customer-related activities and provide resolutions in coordination with the Customer Service team. The role aims to address external customer issues and maintain ongoing service support.

The position requires handling inquiries, maintaining client portfolios, producing scorecards, and conducting review calls. It emphasizes risk awareness, regulatory knowledge, and adherence to standards to deliver an exceptional client

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Finance

MS Office

Critical thinking

Crisis management

Attention to detail

Communication

Educación

High school diploma or equivalent

Herramientas

Microsoft Office

Descripción del empleo

Citi in Mexico is seeking a Customer Service Representative 5 to assist with customer-related activities and provide resolutions in coordination with the Customer Service team. The role aims to address external customer issues and maintain ongoing service support.

The position requires handling inquiries, maintaining client portfolios, producing scorecards, and conducting review calls. It emphasizes risk awareness, regulatory knowledge, and adherence to standards to deliver an exceptional client