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Citigroup Ejecutivo de Quejas in Mexico City, Mexico

The Customer Specialist 5 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 apply a broad knowledge of Citi’s products, services and procedures to efficiently resolve service issues.

Responsibilities:

  • Assist with providing solutions to inbound customer inquiries through effective problem solving and decision making

  • Develop and apply thorough knowldge of practices and procedures to accomplish team goals

  • Assist immediate manager with team motivation and performance monitoring

  • Mentor associates to improve individual performance

  • Consistently achieve individual and team performance targets under little to no direct supervision

  • 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:

  • 2-4 years’ experience in a related role

  • Proficient in Microsoft Office

  • Effective verbal and written communication skills

  • Sales experience

  • Excellent influencing and relationship management skills

  • Proven ability to work under limitied supervision and seek out advancement opportunities

  • Excellent technical and data entry skills, including ulilizing a 10-key touchpad

  • Proven ability to creatively solve problems

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.

Ejecutivo Atención a Quejas

Objetivo del puesto: Gestionar y resolver las QUEJAS y las consultas de los clientes que se reciben a través de las Autoridades Reguladoras CONSAR y CONDUSEF, que presentan por escrito ante los ejecutivos del Servicio, resolviendo las necesidades del cliente de manera oportuna, homogénea y con un 100% de cumplimiento de las Leyes y las diferentes normativas que nos regulan, salvaguardando en todo momento los intereses del Grupo Financiero.

Escolaridad: Licenciatura trunca carreras Económico – Administrativas Sociales.

Experiencia: De uno a dos años en el área de Atención al Cliente, Quejas y /o Aclaraciones.

Conocimiento Técnico:

  • Normatividad CONSAR y PROCESAR

  • Ley del SAR

  • Ley del Seguro Social

  • Ley del ISSSTE

  • Ley CONDUSEF

  • Ley Federal del Trabajo

Funciones:

· Registro, análisis y respuestas a cualquier queja o pregunta presentada por los clientes a través de la CONSAR, CONDUSEF y/o cartas.

· Registro y control de quejas y/o consultas recibidas a través de las cartas, CONSAR, CONDUSEF que permiten la generación de informes.

· Apoyar para que los gerentes y ejecutivos de servicio reciban actualizaciones y comentarios sobre las leyes, reglamentos, procesos y mecánica operativa del servicio al cliente.

· Apoyar en la elaboración y difusión de las comunicaciones a los ejecutivos de servicio.

Habilidades :

· Trabajo en equipo

· Actitud de Servicio

· Planeación y Organización


Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - MX


Time Type :Full time


Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity CLICK HERE at https://www.citigroup.com/citi/accessibility.html .

To view the "EEO is the Law" poster CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf . To view the EEO is the Law Supplement CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf .

To view the EEO Policy Statement CLICK HERE at http://citi.com/citi/diversity/assets/pdf/eeoaapolicy.pdf .

To view the Pay Transparency Posting CLICK HERE at https://www.dol.gov/ofccp/pdf/pay-transp_unformattedESQA508c.pdf .

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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