Ejecutivo de Atención a Quejas

Empresa: Banamex

Sueldo:
No mostrado por compañía

Categoría:
Mercadotecnia - Publicidad - Relaciones Públicas

Subcategoría:
Mercadotecnia

Localidad:
México

Sector:
Servicios

Giro:
Servicios Financieros (Servicios)

Tipo de contratación:
Permanente

Número de oferta:
13025661

Código de referencia:
16245819

The Licensed Service Specialist 4 performs moderately complex and varied assignments. Most of the impact is related to quality of execution. Works with limited supervision. May service an expansive array of products/services. Demonstrates technical/administrative expertise. Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards. The technical procedures for this level are well defined. Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function. Exchanges moderately complex information with others. There may be occasional handling of awkward contacts. Basic knowledge of the organization and its policies required. Applies research, information gathering and analysis skills to factual information. Applies judgment based on practice and precedence. Selects the best course of action from a broad array of defined options, understanding the consequences of each.

Responsibilities:

  • Responds to inbound customer service inquiries, and assists both internal and external clients with Banking, credit, and brokerage requests/concerns.
  • Responds to customer inquiries and effectively uses servicing skills for high tier clients with Banking, credit, and brokerage (Limited) needs.
  • Develops a working knowledge of internal policies and procedures, as applicable, to perform job duties and Navigate computer systems.
  • Excellent problem solving and decision making skills are used to resolve problems, provide full brokerage account servicing, and assist trading activities.
  • Works with Limited supervision while performing job duties.
  • Demonstrates technical/administrative expertise.
  • Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards, which are well defined.
  • Understands how duties relate with others in the team/unit and how the unit Integrates with others in accomplishing the work of the function.
  • 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:

  • 1-3 years call center or retail customer service experience preferred.
  • Excellent problem solving and mathematical skills to aid in problem resolution and data analysis


Education:

  • High School diploma or equivalent


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

Ejecutivo Atención a Quejas

Objetivo del puesto: Gestionar y resolver las QUEJAS y las consultas de los clientes que se reciben a través de las Autoridades Reguladoras CONSAR y CONDUSEF, que presentan por escrito ante los ejecutivos del Servicio, resolviendo las necesidades del cliente de manera oportuna, homogénea y con un 100% de cumplimiento de las Leyes y las diferentes normativas que nos regulan, salvaguardando en todo momento los intereses del Grupo Financiero.

Escolaridad: Bachillerato concluido carreras Económico – Administrativas Sociales.

Experiencia: De uno a dos años en el área de Atención al Cliente, Quejas y /o Aclaraciones.

Conocimiento Técnico:

  • Normatividad CONSAR y PROCESAR
  • Ley del SAR
  • Ley del Seguro Social
  • Ley del ISSSTE
  • Ley CONDUSEF
  • Ley Federal del Trabajo

Funciones:

·     Registro, análisis y respuestas a cualquier queja o pregunta presentada por los clientes a través de la CONSAR, CONDUSEF y/o cartas.

·     Registro y control de quejas y/o consultas recibidas a través de las cartas, CONSAR, CONDUSEF que permiten la generación de informes.

·   Apoyar para que los gerentes y ejecutivos de servicio reciban actualizaciones y comentarios sobre las leyes, reglamentos, procesos y mecánica operativa del servicio al cliente.

·     Apoyar en la elaboración y difusión de las comunicaciones a los ejecutivos de servicio.

Habilidades:

·         Trabajo en equipo

·         Actitud de Servicio

·         Planeación y Organización

·         Análisis y Síntesis


Regresar a la búsqueda

Comparte con tus amigos