Client Experience Advocate
Citygroup
Costa Rica
hace 1 día

Description

Responsible for a portfolio of Regional and Multilatinas Top Clients based in Costa Rica with operations in and out of Costa Rica.

The CEA will act as their advocate and owning the client experience relationship end to end. Simplify the client experience and eliminate delays by taking ownership of cross-

regional and cross-functional issues, navigating the Citi organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.

Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.

Focus on proactive service management through relationship, scorecard, combined with a detailed understanding of the client’s business and unique Treasury requirements.

Partner with Account Management-TTS Sales, GSG, Product and other partners to ensure alignment of service experience for the client.

Key Responsibilities :

Proactively managing a Top Client portfolio of client service relationships and ensuring clients are satisfied with and trained on TTS products and services.

Taking regional ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-

leading service provider.

Developing end-to-end capability, infrastructure and process improvement plan to support improved quality service.

Maintaining a detailed understanding of the client’s profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction.

Acting as client advisor and act in the client’s interest in driving cross regional and cross-functional process improvement.

Acting as an advisor to the Client Sales Management team in identifying potential solutions / opportunities to address client needs.

Providing regional support and guidance to service partners to ensure a seamless client experience across regions.

Driving metrics and participating in communication sessions with all constituents (i.e. Regional single points of contact and Service Delivery partners) about the metrics.

Establishing, providing input, and tracking operational metrics and service level requirements to achieve business goals managing our internal Client at Risk process and supporting escalation resolution.

Qualifications :

Bachelor's Degree required

Spanish / English language requires

Candidate must have 2-3+ years of direct experience managing client relationships.

Demonstrated ability to provide outstanding client service at senior management level.

Excellent TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes.

Strong analytical skills ability to analyze processes and systems, evaluate data, and identify process improvements.

Exceptionally strong interpersonal and relationship-building skills.

Ability to engage and lead senior cross-functional internal and external teams in meeting both short and long-term project deliverables.

Strong project management and presentation skills, analytical mindset, advanced level of Technology competence and awareness.

Excellent interpersonal skills & the ability to influence others.

Excellent Team player, strong adaptability and flexibility, self-motivated / results orientated.

Advanced Excel / PowerPoint skills.

Competencies :

Productivity / Project Management : Project management skills and willingness to own an issue and bring it to completion.

Communication : Excellent written and oral communication skills Effective in working cross functionally and comfortable engaging seniors.

Excellent negotiating and influencing others.

Achieving / Driving Results : Analytical skills for work flow, process and systems analyses.

Technological Proficiency / Knowledge : Proficient in utilizing reporting tools, applications, systems.

Industry Knowledge : Well-developed working knowledge of the business and the upstream and downstream influences.

Excellent understanding of the needs of the client.

Valuing Diversity : Demonstrates an appreciation of a diverse workforce.

Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.

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