Responsibilities:
- Gather documentation and evidence to fulfill control processes for incident management on Mobile channel.
- Track every Mobile incident status, plans and actions to follow through the final solution
- Document every case to have metrics and analytics of most common errors.
- Serve as point of contact of multidisciplinary teams to analyze incident scenarios of occurrence
- Participate in cross-functional teams to analyze improvements that can be implemented in Mobile app as a result of the issues that the customers experience
- Elaborate incident status reports to senior Management.
- Coordinate areas to have SLAs of attention for problems that the products/systems originate to the channels.
- Ensure that the final analysis and actions solve customer's issue.

Qualifications:
- 1-2 years of customer service experience
- English intermediate level.
- Customer centric perspective.
- Consistently demonstrates verbal communication and negotiation skills.
- Prioritize and gives order to multiple cases and follow up actions of each of them




- Provides alternatives and tries different ways to solve a problem
- Knowledge of digital channels and products rules
- Knowledge of different systems involved in how digital channels work, business, and operative areas relevant to the function.

Education:
Bachelor's degree/University degree
Additional Responsibilities and Skills:
- Habilidades de negociación para lograr resultados en problemas que requieren la participación de múltiples áreas en un periodo de tiempo reducido.
- Capacidad para trabajar en equipo.
- Seguimiento puntual de acciones para lograr el análisis y la resolución definitiva de los incidentes.
- Liderazgo y proactividad para coordinar integralmente a todas las partes involucradas (canales, sistemas, productos y áreas operativas).
- Tolerancia a situaciones de presión y estrés.
- Gestión de crisis tecnológicas.
- Toma de decisiones bajo presión.
- Priorización de incidentes basada en impacto al

📌 BANAMEX - Digital Channels Management Associate Incident Analyst (Ciudad de México)
🏢 Citigroup
📍 Ciudad de México