Customer Service Analyst 2
Citigroup Inc
Colombia,
hace 5 días

Description

  • Primary contact for Red Carpet and Platinum clients in some of the cases with a centralized treasury.
  • Responsible to build a close relationship and tailor-made service in order to offer the best Client Experience for Red Carpet and Platinum clients
  • Responsible to ensure a perception that high quality service is delivered
  • The Customer Service Agent acts as a liaison between clients and Bank's Operations for problem identification, root-cause analysis and resolution.
  • Serve as day-to day operational focal point contact for all the requirements made by multiregional companies
  • Constant process improvement
  • Management and generation of action plans as a result of Customer Service monitories.
  • Participate in short and long term projects
  • Handle and resolve complex and multi-country investigations regarding client requirements incoming via email or telephone.
  • Effectively resolve client issues related to Cash Products and provide value added solutions.
  • Liaison between clients, Operations and Technology areas in different countries for problem identification and solution
  • Provide backup coverage for team members and assist team members during high volume periods.
  • Receive instructions from management on escalated issues in order to put in place process improvements or best business practices to break the cycle.
  • Participate with senior teammates on multi-regional client calls to identify opportunities to best improve their Client Experience across the region.
  • Process of standard transaction and use of discretion in dealing with clients to ensure that quality service standards are delivered effectively
  • Work independently an efficiently to achieve high level of productivity while reducing costs
  • Perform other functions as business may dictate
  • Qualifications

  • Superior analytical / creative thinking skills
  • Ability to assess complex processes and issues and deliver practical solutions
  • Technological Proficiency / Knowledge is a plus : Advanced Navigation Skills within the product proprietary systems that support the business across the region
  • Global Client Respect / Service : Dedicated to understanding and addressing clients needs
  • Planning and Organizing - Capable of organizing several complex tasks effectively in order to accomplish goals and meet deadlines
  • Communication : Effective telephone and written skills necessary to interact both internally and externally with senior level professionals
  • Accountable, Achieving and Driving Results orientated
  • Risk Management - perform within departmental procedures and compliance standard in order to minimize losses to the bank
  • Teamwork and Interpersonal skills : Ability to relate to others, provide backup coverage for team members and assist team members during high volume periods
  • English as a second language is a plus
  • Travel

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