Understand the client needs to guide them and use effectively all the information systems to bring the client information online about both local and international products of Digital Channels & Capabilities. Provide high Class service to the top tier clients, identifying root causes and implementing action plans to improve customer Importante empresa with electronic banking Platforms. Guarantee high quality service base on quality and proactivity. To achieve that the answers to the clients fulfill the time requirements, quality in the information, security, and confidentiality. Oversee compliance relative with the confidential information. Identify opportunities to develop process improvements. Be aware and report in detail any problem with the electronic banking products. Acquire all the knowledge and have the tools to provide support online and onsite. Check the files generated by interfaces of the clients account system to be transmitted thru the digital channels, capabilities, and products of Citi To register all requirements received and sent to the customer allowing traceability in customer service process. Support regional & Local project regarding digital channels, capabilities, and products (platforms migration, new enhancements implementation, etc) Design, document and implement consulting projects to top tier clients to improve digitization Generate statistical reports to regional sales manager regarding digital channels, capabilities, and product support request made by top tier clients. Leading ongoing projects or initiatives as assigned by management Document project plans for projects and keep management apprised of progress through regular updates Perform analysis of current and proposed technology and business processes Document findings and make recommendations to management for potential technology builds or process changes Lead the day-to-day operation of the DCS Group in Country Act as the senior Escalation Point for Digital Channels, Capabilities, Products in Country Proactively managing a regional portfolio of client service relationships and ensuring clients are satisfied with and trained on Digital Channels, Capabilities, and Products. Taking local ownership of DCS issues and facilitating their resolution; engaging Citi businesspartners, leading the DCS team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider. Maintaining a detailed understanding of the clients regional profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction. Acting as client advisor and act in the clients interest in driving cross-regional and cross-functional process improvement. Acting as advisor to Client Sales Management team in identifying potential solutions /opportunities to address client needs. Providing global/regional/local support and guidance to service partners to ensure a seamless client Importante empresa across regions. Driving metrics and participating in communication sessions with all constituents (i.e., Global/local single points of contact and Service Delivery partners) about the metrics. Establishing, providing input, and tracking service metrics and service level requirements to achieve business goals. Functioning as mentor for local/global partners in client issues across Latin America Importante empresa Required:
**Education**:
Bachelors degree or equivalent Importante empresa 8 yrs Importante empresa in TTS Business, Operations, IT Operations, Customer Service, and/or Help desk environments. Direct Importante empresa in managing client relationships. Demonstrated ability to provide outstanding client service at a senior level Extensive TTS product knowledge, including detailed understanding of product functions, operational structure, and support processes Importante empresa working with global, multi-region initiatives, projects, and teams, including large matrix organizations Strong analytical skills the ability to analyze processes and systems, evaluate data, and identify process improvements The ability to coordinate and lead colleagues in achieving a common objective Exceptionally strong interpersonal and relationship-building skills Strong project management and presentation skills, ability to lead cross-functional internal and external teams in meeting both short and long-term project deliverables Bilingual - proficiency in English//Spanish, Portuguese is a valued Formal studies:
College/University Degree Degree and major if applicable:
Engineering, Business or related Importante empresa Inglés Avanzado Indispensable Experiência en Mesa de ayuda técnica y atención a clientes Liderazgo en equipo de trabajo, experiência comprobable en manejo de personal Conocimiento o expertise previo en banca electrónica Solución de problemas, trabajo en equipo, comunicación Job Family Group:
Customer Service Job Family:
Institutional Customer Service Time Type: