Customer Experience Operations Specialist

hace 2 días


San Francisco, Heredia, Costa Rica Citi A tiempo completo

The Operations Support Talent & Learning Analyst is an intermediate-level position responsible for delivering operations support services, encompassing record/documentation maintenance, storage and retrieval of records, account maintenance, imaging, and the opening of accounts in coordination with the Operations - Core Team.

This role serves as a liaison between operations staff, relationship managers, project managers, custodians, and clients to provide day-to-day operations support aligned with Citi's operations support infrastructure and processes.

Key Responsibilities:

  • Update help content used by Knowledge Hub end-users to service client inquiries as needed
  • Execute work assigned, including annual review certification and change requests
  • Serve as liaison to business for work assignments by asking fact-finding questions, following up on open items, and assisting with content approval
  • Conduct needs assessments and update content or develop content-related solutions according to business requirements
  • Research and seek out solutions to inquiries on help content and all other open items related to business, including policy gaps and changes
  • Monitor work progression ensuring completion of assignments by requested due dates

Fulfilling clients' necessities while providing an exceptional client experience is the expected behavior from all employees, measured by specific metrics.

Qualifications:

  • Up to 2 years relevant experience
  • Proficient in Microsoft Office
  • Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
  • Self-motivated and detail-oriented
  • Proven organization and time management skills
  • Demonstrated problem-solving and decision-making skills
  • Consistently demonstrates clear and concise written and verbal communication skills
  • Bachelor's degree/University degree or equivalent experience
  • Advanced English

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



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