Citi Customer Service Analyst 2 in Colombia

  • Primary Location: Colombia

  • Education: Bachelor's Degree

  • Job Function: Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18042945

Description

  1. PRINCIPAL PURPOSE:

•Primary contact for Red Carpet and Platinum clients in some of the cases with a centralized treasury.

•Responsible to build a close relationship and tailor-made service in order to offer the best Client Experience for Red Carpet and Platinum clients

•Responsible to ensure a perception that high quality service is delivered

•The Customer Service Agent acts as a liaison between clients and Bank's Operations for problem identification, root-cause analysis and resolution.

•Serve as day-to day operational focal point contact for all the requirements made by multiregional companies

•Constant process improvement

•Management and generation of action plans as a result of Customer Service monitories.

•Participate in short and long term projects

  1. MAIN RESPONSILITIES:

1.Handle and resolve complex and multi-country investigations regarding client requirements incoming via email or telephone.

2.Effectively resolve client issues related to Cash Products and provide value added solutions.

3.Liaison between clients, Operations and Technology areas in different countries for problem identification and solution

4.Provide backup coverage for team members and assist team members during high volume periods.

5.Receive instructions from management on escalated issues in order to put in place process improvements or best business practices to break the cycle.

6.Participate with senior teammates on multi-regional client calls to identify opportunities to best improve their Client Experience across the region.

7.Process of standard transaction and use of discretion in dealing with clients to ensure that quality service standards are delivered effectively´

8.Work independently an efficiently to achieve high level of productivity while reducing costs

9.Perform other functions as business may dictate

10.Checker role for specific processes / Stop payment Checks, Amendments, Work Orders, request for checkbooks and any service area requirement if so required

Qualifications

  1. PRINCIPAL PURPOSE:

•Primary contact for Red Carpet and Platinum clients in some of the cases with a centralized treasury.

•Responsible to build a close relationship and tailor-made service in order to offer the best Client Experience for Red Carpet and Platinum clients

•Responsible to ensure a perception that high quality service is delivered

•The Customer Service Agent acts as a liaison between clients and Bank's Operations for problem identification, root-cause analysis and resolution.

•Serve as day-to day operational focal point contact for all the requirements made by multiregional companies

•Constant process improvement

•Management and generation of action plans as a result of Customer Service monitories.

•Participate in short and long term projects

  1. MAIN RESPONSILITIES:

1.Handle and resolve complex and multi-country investigations regarding client requirements incoming via email or telephone.

2.Effectively resolve client issues related to Cash Products and provide value added solutions.

3.Liaison between clients, Operations and Technology areas in different countries for problem identification and solution

4.Provide backup coverage for team members and assist team members during high volume periods.

5.Receive instructions from management on escalated issues in order to put in place process improvements or best business practices to break the cycle.

6.Participate with senior teammates on multi-regional client calls to identify opportunities to best improve their Client Experience across the region.

7.Process of standard transaction and use of discretion in dealing with clients to ensure that quality service standards are delivered effectively´

8.Work independently an efficiently to achieve high level of productivity while reducing costs

9.Perform other functions as business may dictate

10.Checker role for specific processes / Stop payment Checks, Amendments, Work Orders, request for checkbooks and any service area requirement if so required