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 solutionDocument every case to have metrics and analytics of most common errors.Serve as point of contact of multidisciplinary teams to analyze incident scenarios of occurrenceParticipate in cross-functional teams to analyze improvements that can be implemented in Mobile app as a result of the issues that the customers experienceElaborate 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 experienceEnglish 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 themProvides alternatives and tries different ways to solve a problemKnowledge of digital channels and products rulesKnowledge of different systems involved in how digital channels work, business,



and operative areas relevant to the function.Education:Bachelor's degree/University degreeAdditional 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 cliente y al negocio.Comunicación ejecutiva.Coordinación transversal entre tecnología y negocio.Análisis de causa raíz.Orientación al servicio y experiencia del cliente.Time Type: Full timeCiti is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .
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📌 Banamex - Digital Channels Management Associate Incident Analyst (Xico)
🏢 Citigroup
📍 Xico