Citi Group Analista de Apoyo Operaciones C09 - Aclaraciones Quejas 

Mexico, Mexico City 

446303812

Responsibilities:

• Perform business analysis and documentation of the current and future state of Client Reports and Advices (client communication letters, notices, and confirms)
• Provide regular status updates for all project participants and create presentations for steering committee updates
• Work with various Legal & Compliance teams to obtain sign-off on all regulatory business requirements
• Serve as primary liaison between the key business stakeholder and technology, including recommending business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines
• Recommend business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines
• Create and facilitate training sessions, webcast demos and write User Acceptance Test scripts and business scenarios against specified requirements
• Create, manage and maintain project plans and act as the project manager for all follow ups across various departments
• Work on multiple projects in parallel focusing on continued delivery of regulatory client deliverables, such as legal statements/performance reporting/advices/letters/notices
• 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:

• Previous relevant experience preferred
• Proficient in Microsoft Office
• General knowledge of client reporting across the industry and our competitors
• Working knowledge of SQL environments and database queries
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience

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

Manejo de Paquetería Office (Excel avanzado)

Conocimiento de plataformas Citi, CACS, ECS , ALS, Admwin, S404, S800, S111, S016, NICE, CPE. Deseable

Experiencia de 3 años en Operaciones de crédito,

Experiencia en atención de Quejas y Aclaraciones

Conocimiento de productos de Captación y Crédito.

Análisis de resultados de indicadores operativos.

Disponibilidad de horario.

Trabajo independiente y en equipo

Competencias Requeridas

Habilidad de análisis para la resolver problemas

Organización y planeación

Orientación de servicio al cliente

Comunicación efectiva

Trabajo bajo presión

Servicio al cliente

Habilidades de negociación, comunicación y liderazgo

Responsable de la resolución de quejas relacionadas a productos y servicios ofrecidos por el banco para Débito y Crédito, así como de errores operativos de Call Center y Sucursales

Asegurar la resolución de quejas de acuerdo con los plazos establecidos por el regulador y las políticas internas.

Interacción con áreas operativas, tecnológicas y de negocio para atender las quejas de los clientes.

Identificar riesgos operativos e implementar controles asegurando el cumplimiento de políticas internas y regulatorias.

Time Type:

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