Customer Service Intmd Analyst
hace 7 meses
El Analista Intermedio de Servicio al Cliente es un puesto de nível intermedio responsable de brindar a los clientes resoluciones y apoyo en coordinación con el equipo de Servicio al Cliente. El objetivo general de esta función es resolver problemas de clientes externos y proporcionar soporte constante al cliente.
**Responsabilidades**:
- Administrar una cartera de clientes de alto perfil y garantizar que se reconozcan, se investiguen y se resuelvan las consultas en forma oportuna y profesional, y en línea con las normas departamentales.
- Brindar asesoramiento y apoyo al equipo y ser el punto de contacto para escalamientos.
- Desarrollar y mantener una cartera de clientes a través de llamadas periódicas e interacción personal, según sea necesario.
- Informar a los clientes los problemas (fallas del sistema, problemas de mercado) y brindar actualizaciones periódicas de la solución.
- Asesorar y defender la implementación de mejoras de proceso y reingeniería para mejorar la experiência del cliente.
- Mantener el conocimiento de nuevos requisitos regulatorios y de mercado que afecten la base/cartera de clientes.
- Redirigir los comentarios del cliente y procesar demoras y errores correctamente.
- Realizar los análisis necesarios para resolver problemas y contactarse con los equipos internos sobre el escalamiento, según sea necesario.
- Realizar tareas como revisiones, preparación de auditoría, planificación de capacidad, informes y mantenimiento de un entorno de control.
- Participar y asesorar sobre la reducción del volumen de consultas, las iniciativas de experiência del cliente y las iniciativas interdepartamentales.
- Evaluar adecuadamente el riesgo cuando se toman decisiones comerciales, demostrando una consideración particular por la reputación de la empresa y protegiendo a Citigroup, sus clientes y activos, al impulsar el cumplimiento de las leyes, las reglas y los reglamentos correspondientes, acatando la política, aplicando un juicio ético sólido en relación con el comportamiento personal, la conducta y las prácticas comerciales y escalando, administrando e informando los problemas de control con transparencia
**Calificaciones**:
- Entre 2 y 5 años de experiência.
- Preferente experiência relevante (entorno financiero/comercial).
- Capacidades demostradas de organización y administración de proyectos para priorizar múltiples tareas.
- Responsabilidad y confiabilidad comprobadas, y habilidad para gestión de riesgo.
- Demostración constante de comunicación verbal y escrita, de manera clara y concisa, con capacidad de influir en las partes interesadas.
- Habilidades comprobadas de investigación y análisis.
- Servicio al cliente de alta calidad constante con foco en desarrollar relaciones con el cliente y lograr resultados de calidad.
**Educación**:
- Licenciatura/título universitario o experiência equivalente.
Experiência de 3 años en atención a clientes y/o negocios de personas morales del sector corporativo, empresarial, institucional, empresas públicas.
Funciones: Atención a ejecutivos y clientes para las solicitudes que tenga negocio respecto a algún soporte operativo, administrativo o de atención a cliente.
Licenciatura concluida, deseable económico administrativa.
Habilidades: comunicación abierta, trabajo en equipo, sentido de pertenencia.
Conocimientos técnicos: Outlook, Teams, Zoom, Office intermedio.
Inglés avanzado, capaz de comunicarse en inglés.
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.
View the **EEO Policy Statement**.
View the **Pay Transparency Posting
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