Customer Service Specialist for High-Profile Clients

hace 2 semanas


Xico, México Citi A tiempo completo
Job Description

The Customer Service Intermediate Analyst is an intermediate-level position responsible for delivering exceptional client experiences and support in coordination with the Citi Customer Service team.

Responsibilities:

  • Manage a portfolio of high-profile clients, ensuring timely and professional resolutions to their queries
  • Provide coaching and support to team members and serve as a point of contact for escalations
  • Develop and maintain client relationships through regular calls and face-to-face interactions
  • Inform clients about system failures, market issues, and provide regular resolution updates
  • Advise on and advocate the implementation of process improvements and reengineering to enhance client experience
  • Maintain knowledge of new market and regulatory requirements affecting client portfolios
  • Educate customers on relevant market and regulatory developments
  • Escalate customer feedback, processing delays, and errors appropriately
  • Conduct necessary analyses to resolve problems, liaising with internal teams as needed
  • Complete tasks such as reviews, audit preparation, capacity planning, reporting, and maintaining control environments
  • Participate in inquiry-volume reduction, client experience initiatives, and cross-departmental projects

Requirements

To succeed in this role, you will need:

  • 2-5 years of customer service experience
  • Intermediate/Advanced English language skills
  • Relevant experience in a business or financial environment (preferred)
  • Strong project management and organizational skills to prioritize multiple tasks
  • Proven self-reliance, accountability, and ability to manage risk
  • Clear and concise written and verbal communication skills to influence stakeholders
  • Investigative and analytical skills
  • Able to deliver high-quality customer service with a focus on building client relationships and achieving quality results

Benefits

Citi offers a competitive salary of $65,000 - $80,000 per year, depending on location. Additionally, you will have access to a range of benefits, including health insurance, retirement plans, and opportunities for career growth and development.

This role is a full-time position at Citi, where you will be part of a dynamic team dedicated to delivering exceptional client experiences. As an equal opportunity employer, Citi values diversity and promotes inclusion in the workplace.



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