Banamex Network Analyst

hace 3 semanas

Ciudad de México Citigroup A tiempo completo

The Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.**Responsibilities**:- Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines- Ensure accuracy of research and compliance advice provided to members of sales force team- Develop information regarding required changes in reports and procedures- Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns- Support sales force and management by implementing recommendations concerning changes, improvements and enhancements- 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.Qualifications:- Previous relevant experience preferred- Series 6 and 26 License.- Fundamental understanding of industry regulations in the US and Canada, extensive understanding of systems, products and culture- Effective verbal and written communication- Influencing and relationship management skills- Proven ability to creatively solve problems**Education**:- Bachelor’s/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.- Basic Knowledge Avaya, Cisco Voice, Genesys, SBC, Nice Voice Infraestructure.(MUST)- Use the monitoring systems to conduct in-depth analysis and provide the Global Voice Operations and Technical Support teams an immediate health check on the technology infrastructure that may be involved in the incident.- Provide rapid response to all actionable alerts in order to execute within the Global Voice Operations proactive based support model.- Execution of periodic validations to prevent any issue related with alarms or high use of the several voice components under the management of Global Voice Operations (Be preventive).- Troubleshoot and provide client support for technology and infrastructure issues.- Resolve simple, automated and scripted incidents.- Execute or implement simple, automated and scripted changes or infrastructure requests.- ** Availability to rotate schedules (**Morning, afternoon, and evening)- Conversational English (Desirable)Job Family Group:Customer Service- **Job Family**:Service- Time Type:Full timeView Citi’s EEO Policy Statement and the Know Your Rights poster.

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