Business Assistant

hace 6 meses

Panamá, Panamá Citi A tiempo completo

The Customer Service Analyst 2 is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

**Responsibilities**:

- Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
- Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
- Conduct necessary analyses to address client needs
- Communicate resolutions to clients
- 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

**Qualifications**:

- 0-2 years of relevant experience
- Experience in customer service preferred
- Computer proficiency
- Consistently demonstrate clear and concise written and verbal communication
- Proven investigative and analytical skills
- Demonstrated ability to present concepts and influence change
- Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
- Proven ability to work under limited supervision within a team environment

**Education**:

- Bachelor's degree/University degree or equivalent experience

**Principales Responsabilidades**:

- Coordinar y monitorear el proceso de apertura y mantenimiento productos periódico de los clientes dentro del portafolio asignado y bajo el scope de Relationship Support Unit.
- Prestar la asesoría al cliente en los procesos de apertura y mantenimiento así como en la ejecución de transacciones.
- Asegurar que las operaciones pactadas sean correctamente procesas en tiempo y sin riesgos documentarios para el banco.
- Coordinar con el equipo de riesgo de crédito los cambios en las líneas de acuerdo con los lineamientos del Oficial de Relación.
- Coordinar las excepciones en los procesos de apertura y procesamiento de transacciones manuales y semi-manuales hasta su resolución.
- Coordinar la investigación de eventos de excepción e interactuar con equipos claves para identificar y resolver problemas para determinar la causa raíz y proponer soluciones. Comunicación con los Centros de Excelencia (CSCs) para el cumplimiento de los estándares de servicio por cliente y producto
- Asesorar al cliente personal y telefónicamente en las consultas de sus operaciones en proceso, documentarias, etc. y derivarlo correctamente a los equipo de servicio cuando sea pertinente.

**Cualificaciones**:

- Universitarios: Finanzas, Contabilidad, Ingeniero Industrial, Administrador, Abogado o carreras afines.
- 2 años de experiência en posiciones relacionadas a atención al cliente, procesos de manejo de documentación, análisis de información, extracción de reportes y cruce de datos, buen criterio y análisis de errores y causa raíz.
- Demostrar de manera constante una comunicación escrita y verbal clara y concisa.
- Capacidad demostrada para presentar conceptos e influir en el cambio.
- Servicio al cliente de alta calidad constante con foco en desarrollar la relación con el cliente y lograr resultados de calidad.
- Habilidad comprobada para trabajar bajo supervisión limitada dentro de un entorno de equipo.
- Ingles fluido escrito y hablado
- Habilidades Específicas: Trabajo en Equipo y organizado.
- Capacidad de trabajo bajo presión.
- Fuertes habilidades de ejecución
- Manejo apropiado de tiempos de entrega y cumplimientos de compromisos
- Conocimiento avanzado de Paquetes Office, capacidad de análisis y síntesis,
- Conocimiento de normativas dictadas por la AML sobre políticas de Conoce al Cliente

**Educación**:

- Licenciatura/título universitario o experiência equivalente
- ** Inglés intermedio-avanzado Indispensable**:

- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer 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

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