The Customer Service Supervisor is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.

Responsibilities:

• Allocate work as a team leader for a team of clerical/support employees (non-officers and officers)
• Applying working knowledge concepts within own area and basic knowledge of how own area integrates with other areas
• Provide solutions and influence decisions with potential for broader organizational impact within established procedures
• Exchange information to team and recommend new work procedures, as needed
• Analyze information through the application of acquired technical experience and precedent to make evaluative judgements and resolve problems
• Mentor/coach team (including new department members) and review completion and quality of team’s work as needed
• Evaluate employee performance and provide recommendations for pay increases, promotions, terminations, etc.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 0-2 years of relevant experience
• Consistently demonstrate clear and concise written and verbal communication
• Demonstrated project management, time management and prioritization skills to react to changing priorities
• Proven ability to assist with product operational details and be customer focused
• Proven ability to build productive working relationships with internal touch points.
• Demonstrated presentation, administration and coordination skills
• Proven self-reliance and accountability to complete tasks

Education:

• Bachelor's degree/University degree or equivalent experience

KEY RESPONSIBILITIES

·       Analyze and complete the legal file (Power of Attorney) established by CITI to determine the bank designations assigned by the client for their representatives. Create officer certification when applicable.

·       Analyze and review of representation, faculties and limitations of documentation associated with collaterals, registration of real estate guarantees in Confecamaras, providing expert support associated with the Constitution of Real Estate Guarantees, correct constitution and formalization of documents in such a way that they comply with the legal formalities for that they do not lose executive merit, and can be executed through an executive process in case of non-compliance by the client.

·       Update manuals and bulletins associated with their role, due to regulatory or process changes that impact the correct compliance with the legal analysis

·       Structure, manage and coordinate the review of the end-to-end processes associated with the position, identifying opportunities for improvement in times, procedures, and controls, ensuring that the changes have a positive impact on the expected results and reduce Manual Touch Points MTP

·       Coordinate with lawyers approved by CITI in the case of non-resident clients or NPC Non- Presence Country

·       Generate of Concepts, accompaniment and clarification of doubts associated with the activities carried out by Legal RSU

·       Guarantee the controls required for the management of its functions, identifying risks and minimizing exposures for CITI

QUALIFICATIONS:

1-3 years of experience in the execution of functions related to Commercial or Administrative Law

Lawyer with an emphasis on commercial or administrative law

Fluent in Spanish and English

Proficient in Microsoft Office Applications

Demonstrates interpersonal skills, proactive team player, with exceptional written and verbal communication skills

Highly motivated, persistent, and able to work in a structured, high volume, time sensitive, high-risk environment. Capable of multitasking and eager to learn multiple products in a challenging environment. Fast learner, strong attention to detail, and willingness to go extra mile.

Proficient in handling urgent and escalation cases and manages client and internal team expectations.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer 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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