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Latam Commercial Cards Customer Service Analyst
hace 3 semanas
The Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to handle processes that help improving customer experience from Commercial Cards LATAM customer; as well to resolve client inquiries and issues and to provide on-going customer support. **Responsibilities**: - Support 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. - Support Day 2 Check controls of activities performed on the line, that might generate risk - Callback to detractor or dissatisfied customers 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 - Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns - Support the Service Management Team by implementing recommendations concerning changes, improvements and enhancements - Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics. **Qualifications**: - Previous Customer Service or Back Office experience preferred - Banking knowledge preferred - Effective verbal and written communication skills - Fast learner - Ability to creatively solve problems and to identify opportunities to improve customer experience - English level B1 or B2 **Education**: - Bachelor’s/University degree or equivalent experience This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. - **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
