Banamex – PAM Analista de Control y Procesos in Ciudad De Mexico, Mexico

The Customer Specialist 5 is an entry level position responsible for assisting with customer service inquiries and providing solutions based on client needs in coordination with the Customer Service function. The overall objective is to apply a broad knowledge of Citi’s products, services and procedures to efficiently resolve service issues.

Responsibilities:

• Assist with providing solutions to inbound customer inquiries through effective problem solving and decision making

• Develop and apply thorough knowledge of practices and procedures to accomplish team goals

• Assist immediate manager with team motivation and performance monitoring

• Mentor associates to improve individual performance

• Consistently achieve individual and team performance targets under little to no direct supervision

• 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.

• 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.

Qualifications:

• 2-4 years’ experience in a related role

• Proficient in Microsoft Office

• Effective verbal and written communication skills

• Sales experience

• Excellent influencing and relationship management skills

• Proven ability to work under limited supervision and seek out advancement opportunities

• Excellent technical and data entry skills, including utilizing a 10-key touchpad

• Proven ability to creatively solve problems

Education:

• High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

OBJETIVO:

Dar Seguimiento a la operación de Call Center realizando auditorias diarias sobre la calidad de los folios generados en sistema para la atención del cliente, reportando de manera diaria, semanal y mensual lo hallazgos de las auditorías a la gerencia de Call Center

Responsabilidades

• Realizar la validación de todos los controles operativos de acuerdo con los riesgos documentados

• Organización de evidencias diarias de la ejecución de controles operativos a control interno

• Identificar riesgos de ejecución operativa de los ejecutivos telefónicos

• Notificar al proveedor de Call Center sobre los errores operativos detectados para retroalimentaciones de los ejecutivos.

• Documentar las retroalimentaciones de los ejecutivos que tuvieron errores operativos y que impactan en los controles del proceso

• Reportar a los implants responsables de los diferentes grupos de servicio de los errores operativos detectados para su corrección e implementación de planes de acción para mitigar impactos.

• Documentar nuevos procesos.

• Actualizar procesos vigentes

• Ser enlace con control interno para la entrega de evidencias para las auditorias mensuales, trimestrales, semestrales y anuales.

• Realizar reportes operativos de indicadores de efectividad para reportar los principales hallazgos.

• Conocimiento en la creación de share Point (Deseable)

• Escolaridad Licenciatura trunca preferentemente terminada

• Trabajo bajo presión

• Trabajo en Equipo

• Manejo de Excel intermedio y/o avanzado

• Experiencia en la documentación de procesos

• Comunicación efectiva oral y escrita

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Job Family Group:

Customer Service

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Job Family:

Service

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Time Type:

Full time

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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.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the “EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) ” poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.