The Service Rep 4 is an entry level position responsible for assisting with customer service inquiries and providing solutions based on client needs in coordination with the Customer Service function. The overall objective is to analyze the best course of action to resolve client issues.

Responsibilities:

• Assist with evaluating and resolving service inquiries from clients across different platforms
• Effectively use various computer systems to complete assigned tasks and address account inquiries
• Develop and maintain working knowledge of specific groups of Citi products and services
• Analyze and identify potential risks and identify solutions that meet client needs
• Complete assigned tasks in an accurate and efficient manner
• Solve disputes and retain clients, while minimizing operating loss, through adherence to established rules and regulations
• 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.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 1-3 years’ work experience in a related role
• Proficient in Microsoft Office and Windows Operating Systems
• Demonstrated experience solving customer service inquiries
• Effective verbal and written communication skills
• Ability to work in a fast pace environment
• Excellent technical and data entry skills, including the utilization of a 10-key touchpad
• Proven ability to navigate multiple systems and customer service platforms concurrently

Education:

• High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

El candidato ideal será responsable de gestionar interacciones con clientes a través de Chat Banamex ofreciendo soluciones efectivas a través de un canal digital.

PARA LA POSICIÓN REQUERIMOS:

• Bachillerato concluido, licenciatura pasante o truncas en áreas informático-administrativas
• Conocer los productos y servicios que brindan las instituciones financieras
• Preferentemente contar con experiencia en atención a clientes (Aclaraciones, identificación de quejas y preocupaciones y Cobranza).
• Manejo de los sistemas del Banco ( ADMWIN, Eclipse, on demand, etc..)
• Manejo de Office 365 básico-intermedio.
• Experiencia en comunicación clara para resolver problemas de manera eficiente.
• Excelentes habilidades de comunicación escrita.
• Calidad en redacción y estructura para la elaboración de repuestas al cliente
• EXCELENTE ORTOGRAFÍA
• Capacidad para trabajar de manera autónoma y en equipo.
• Disponibilidad para trabajar en un entorno de trabajo dinámico
• Trabajo en equipo y excelente actitud.
• Trabajo bajo presión
• Orientado a resultados
• Ser responsable y comprometido con la ejecución de su trabajo
• Excelente adaptación al cambio

EL OBJETIVO DE LA POSICIÓN ES:

• En Chat estamos buscando un profesional altamente motivado y organizado para unirse a nuestro equipo de trabajo
• El representante brinda asesorías de los servicios de Banamex, adicional con la apertura de nuevos servicios a través de Chat
• Realizara registro de reclamaciones, quejas, ubicación y reposición de tarjetas etc.…
• Realizara negociaciones de Cobranza para validar alternativas de promesas de pago y programas de apoyo para clientes que tengan morosidad (portafolio Cards, Retail e hipotecario, moras tempranas y tardias)

LA MODALIDAD Y HORARIO DE LA POSICIÓN ES:

• CORPORATIVO METEPEC
• SITIO
• Lunes a viernes
• Ventana operativa de 8 a 20 h
• Horarios de 8 a17 h, 9 a 18 h, 10 a 19 h, 11 a 20 h

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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View Citi’s EEO Policy Statement and the Know Your Rights poster.