Citi Customer Service Manager in Mexico

  • Primary Location: Mexico,Ciudad de Mexico

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18075493

Description

Job Purpose:

Ensure the attention of clients of the different segments by providing specialized advice on processes, products, services and sales through a group of people to individual and moral clients, solving their doubts and / or problems. Using the different communication channels (digital, social networks, telephone, among others). It is Citibanamex's main service area to our customers. In charge of a specialized group of customer service executives.

Sky Branch Nómina Affluent is an extension of the branch and the banker, this area handles all customer’s requests related to their accounts. Is a small group that mainly attends decisions takers from big companies that have their payrolls with the bank such as company’s owners, CEO’s or CFO’s.

This is a personalized and exclusive customer service model. Is a service team that contributes to improve the client experience in this process. This function is in responsible of a group of people, is also in charge of their results and has to make sure all requests are completed on time by an intensive follow up with the executives.

Also needs to know how and when to escalate an issue with the different areas that provide service to the call center such as disputes, credit department, HR, etc.

Create a long-term relationship between the customer and Citibanamex by solving their requests and be proactive with additional services the customer might request.

Specially assist VIP customers from the Corporate Business (client experience) in person if necessary.

Resolution of customer’s requests in an expedite time with a high quality response.

Job Responsibilities:

a. Manage a group of people and make sure they accomplish with the Service Level Agreements by following up on their cases and making sure are solved on time with a really high quality. Monitor their daily job.

b. Follow up internal and external client’s requests such as accounts maintenance, claims, customer’s files completion by monitoring all cases registered in the system.Process Improvements with Internal Areas as

c. Disputes, Credit, Distribution, Frauds, etc. Create or customize Service Level Agreements adhoc to our customers in a way that satisfy their needs

d. Meetings with the business to review results, talk about what the customers complain about, what they need, what improvements need to be done.

e. Comply with all policies and controls; such as MCA, AML, etc.

Qualifications

Requirements:

Bachelor's Degree

Customer Service and management experience (Min: 2 years)

Supervisory experience (2 years)

Negotiate non standardized processes with internal areas. (Min 2 years)

Intermediate English level, desirable but not required.

Strong knowledge and understanding in own field or discipline AND basic knowledge of other areas of the the business

It is important that you have interpersonal communication skills with our clients; he or she must properly guide our clients in the process of opening accounts. Tolerance to frustration Proactivity: seek to solve problems presented in the process, workteam and focus on results.

Customer Service experience. Needs to know how to lead a group of people; interact with internal and external customers; relationship with different departments such as HR, training, infrastructure, disputes, collections, etc. Also need to know who to handle systems like Eclipse ECS, Salesforce, ADMWIN, ACD.

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