The Service Associate position is an entry-level position responsible for executing 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:

• Conduct client verifications, account related inquires, processing transactions and cross sell an expansive set of products and services to existing and new clients
• Resolve inquires and manage client issues based on empowerment grid including but not limited to: waiver of late charges, interest charges, annual fees and write-offs, banking fees, charges for all cards and ready credit products to prescribed limit
• Make recommendation for temporary line increase, as necessary
• Develop and maintain detailed knowledge of an expansive set of products and service offerings
• Escalate potential fraud cases to the Fraud department and sign on behalf of the bank, if needed
• 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:

• 2-5 years of relevant experience
• Basic level experience in a related role (combination of education/experience)
• Effective written and verbal communication skills
• Influencing and relationship management skills
• Proven ability to creatively solve problems

Education:

• Bachelor’s/University degree or equivalent experience

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

Objetivo del puesto: Realizar validaciones de cargos no reconocidos en tarjetas para el proceso de reporte de eventos de fraude ante Visa y MasterCard, con la intención de dar cumplimiento a normativas de las marcas y cumplir con requisitos asociados a la obtención de recuperación de dichos eventos a través de la vía del intercambio por contracargo con el adquirente.

Requisitos para el puesto:

Licenciatura económico administrativa.
Experiencia requerida: de 1 a 2 en manejo de resolución de disputas

Conocimiento en el área de fraudes

Conocimiento en operaciones de tarjetas (crédito y débito)
Manejo de Excel (creación de Macros, formulas, cruce de base de datos, minería de datos)

Paquetería de Office (Word, Power Point, TEAMS, agenda Outlook), Sesiones en ZOOM.

Funciones principales del puesto:

Realizar el reporte de Cargos No Reconocidos a las marcas de Visa y MasterCard.

Análisis de información de operaciones con tarjetas (crédito y débito)

Comunicación asertiva con el equipo y con la Dirección C&D.

Identificación de taxonomía de Fraude.

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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.