The Service Associate position is an entry-level position responsible for executing customer service activities, while ensuring adherence to Citi's policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.**Responsibilities**:- Conduct client verifications, account related inquires, processing transactions and cross sell an expansive set of products and services to existing and new clients- Resolve inquires and manage client issues based on empowerment grid including but not limited to: waiver of late charges, interest charges, annual fees and write-offs, banking fees, charges for all cards and ready credit products to prescribed limit- Make recommendation for temporary line increase, as necessary- Develop and maintain detailed knowledge of an expansive set of products and service offerings- Escalate potential fraud cases to the Fraud department and sign on behalf of the bank, if needed- 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**:- 2-5 years of relevant experience- Basic level experience in a related role (combination of education/experience)- Effective written and verbal communication skills- Influencing and relationship management skills- Proven ability to creatively solve problems**Education**:- Bachelor's/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.Descripción de puesto adicionalRealizar un análisis robusto en cada una de las alertas generadas por los diferentes sistemas de prevención de fraudes, con el fin de identificar de manera oportuna la existencia de riesgo financiero.Notificar al Supervisor los casos de posible riesgo, en los cuales no se logre la confirmación con el cliente.Identificar patrones de uso atípicos que generen un riesgo para nuestros clientes y para Citibanamex.Descartar alertas generadas y / o contactar telefonicamente a clientes para confirmacion de las mismasAplicar bloqueo preventivo y/o definitivo a cuentas para evitar pérdidas financieras por fraude a la InstituciónRegistrar en el sistema de gestión cada uno de los casos trabajados y la solución de los mismos.- **Job Family Group**:Customer Service- **Job Family**: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
