BANAMEX - PAM ANALISTA DE CONTROL Y PROCESOS

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.
esponsibilities.
ssist with providing solutions to inbound customer inquiries through effective problem solving and decision makingDevelop and apply thorough knowledge of practices and procedures to accomplish team goalsAssist immediate manager with team motivation and performance monitoringMentor associates to improve individual performanceConsistently achieve individual and team performance targets under little to no direct supervisionFulfilling 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.
ppropriately 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.
ualifications.
-4 years’ experience in a related roleProficient in Microsoft OfficeEffective verbal and written communication skillsSales experienceExcellent influencing and relationship management skillsProven ability to work under limited supervision and seek out advancement opportunitiesExcellent technical and data entry skills, including utilizing a 10-key touchpadProven ability to creatively solve problemsEducation.
igh School diploma or equivalentThis job description provides a high-level review of the types of work performed.
Other job-related duties may be assigned as required.
BJETIVO.
ar 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 CenterResponsabilidadesRealizar la validación de todos los controles operativos de acuerdo con los riesgos documentadosOrganización de evidencias diarias de la ejecución de controles operativos a control internoIdentificar riesgos de ejecución operativa de los ejecutivos telefónicosNotificar al proveedor de Call Center sobre los errores operativos detectados para retroalimentaciones de los ejecutivos.
ocumentar las retroalimentaciones de los ejecutivos que tuvieron errores operativos y que impactan en los controles del procesoReportar 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.
ocumentar nuevos procesos.
ctualizar procesos vigentesSer enlace con control interno para la entrega de evidencias para las auditorias mensuales, trimestrales, semestrales y anuales.
ealizar reportes operativos de indicadores de efectividad para reportar los principales hallazgos.
onocimiento en la creación de share Point (Deseable)Escolaridad Licenciatura trunca preferentemente terminadaTrabajo bajo presiónTrabajo en EquipoManejo de Excel intermedio y/o avanzadoExperiencia en la documentación de procesosComunicación efectiva oral y escrita------------------------------------------------------Job Family Group.
Customer Service------------------------------------------------------Job Family.
ervice------------------------------------------------------Time Type.
ull time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.
ualified 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.
itigroup Inc.
and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities.
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iew the "EEO is the Law" poster.
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iew the EEO Policy Statement.
iew the Pay Transparency Posting