Customer Service Representative

hace 1 mes

Zapopan, Jalisco, México Citi A tiempo completo
Job Description

The Client Service Representative 5 is an entry-level position responsible for assisting in customer-related activities and providing resolutions 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.

Key Responsibilities:

  • Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards
    - Develop and maintain client portfolios 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 customers 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 portfolios/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 employees and will be measured by specific metrics.
  • Qualifications and Skills:
    • 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 relationships and achieving results
  • Benefits and Perks:
    • 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.

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