Customer Service Leader managing pre - and post - contract administration and customer satisfaction across Mexico. Collaborating with teams to oversee contract terms and ensure profitability.
About the role
- Intermediate Analyst providing resolutions and support for high-profile clients in the financial environment. Managing customer queries and ensuring timely and professional service standards in Turkey.
Responsibilities
- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
- Provide coaching and support to team and serve a point of contact for escalations
- Develop and maintain client portfolio through regular calls and face to face interaction, as needed
- Inform clients about problems (system failures, market issues) and provide regular resolution updates
- Advise on and advocate the implementation of process improvement and reengineering to improve client experience
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Escalate customer feedback, processing delays and errors appropriately
- Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
- Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
- 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.
Requirements
- 2-5 years of customer experience
- Relevant experience (business/financial environment) preferred
- Demonstrated project management and organizational skills to prioritize multiple tasks
- Proven self-reliance and accountability and ability to manage risk
- Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
- Proven investigative and analytical skills
- Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results.
- Bachelor's degree/University degree or equivalent experience
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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