The Service Associate position is an entry-level position responsible for executing customer service activities, while ensuring adherence to Citi's policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support. Responsibilities Conduct client verifications, account related inquiries, processing transactions and cross sell an expansive set of products and services to existing and new clients Resolve inquiries and manage client issues based on empowerment grid including but not limited to: waiver of late charges, interest charges, annual fees and write-offs, banking fees, charges for all cards and ready credit products to prescribed limit Make recommendation for temporary line increase, as necessary Develop and maintain detailed knowledge of an expansive set of products and service offerings Escalate potential fraud cases to the Fraud department and sign on behalf of the bank, if needed 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. Qualifications 2-5 years of relevant experience Basic level experience in a related role (combination of education/experience) Effective written and verbal communication skills Influencing and relationship management skills Proven ability to creatively solve problems Education: Bachelor's/University degree or equivalent experience. Habilidades Analítico, ordenado, amplio conocimiento en temas de servicios y productos que brinda Banamex, manejo de sistemas (OE, Platino, ADMWIN, OD, OC, BPM, BRM), comprometido, responsable, trabajo bajo presión y destacado trabajo en equipo, disciplinado, conocimiento en Excel (nível medio o superior), conocimientos del uso de Outlook, en general de Office, amplio criterio, comunicación efectiva, autodidacta. Entre 2 y 5 años de experiencia en #J-18808-Ljbffr