Latam Commercial Cards Service Team Leader

hace 2 semanas

Bogota, Colombia Citi A tiempo completo

The Customer Service Supervisor is an intermediate management-level position responsible for providing full leadership and direction of a Back Office 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) - 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 - 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. - Coordinate and assure SLAS of activities that help improving customer experience and support volume deflection to the Service team of Commercial Cards, such as Delinquency notifications, Near Credit Limit notifications, Proactive contact with customers with cards not delivered, etc. - Assure the execution of Day 2 Check controls of activities performed on the line, that might generate risk - Coordinate, consolidate and analyze results of callback to detractor or dissatisfied customers, from the team, to support any additional need and identify root cause of dissatisfaction. - Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries. - Develop information regarding required changes in reports and procedures **Qualifications**: - 0-2 years of relevant experience - Consistently demonstrate clear and concise written and verbal communication - Demonstrated time management and prioritization skills to react to changing priorities - Ability to assist with product operational details and be customer focused - Ability to build productive working relationships with internal touch points - Demonstrated presentation, administration and coordination skills - Proven self-reliance and accountability to complete tasks - Ability to creatively solve problems and to identify opportunities to improve customer experience **Education**: - Bachelor's degree/University degree or equivalent experience - **Job Family Group**: Customer Service - **Job Family**: Institutional Customer Service - **Time Type**: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting

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