Apply (opens in new window)

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, youll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Collections Specialist 5 performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities:

• Performs Collection Specialist 3 duties plus the following: Uses advanced negotiation skills to resolve escalated calls. Coaches less experienced collectors. Prioritizes workflow, and identifies process improvements by applying technical principles and techniques. Interprets procedures and instructions to choose among alternatives to seek resolution. Works under little to no direct supervision. May support an expansive and or diverse array of products services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives; and, impacts the business by ensuring the quality of the tasks or services provided. Understands how assigned duties contribute to the work of the team unit and how the units coordinate their efforts and resources to achieve the objectives of the function.
• Carry out collections management to the client portfolio with outstanding balance in order to regularize the client's debt and mitigate the risk from old credits
• Offer the client all the information of their credit and debt via telephone, in order to make effective collection management maintaining the quality standards required
• Update the data of unlocatable customers in arrears, through the CACS system, verifying their information and data history; with the purpose of locating them and being able to carry out collection management.
• Orient the client according to their requirements and needs to other areas: Customer Services, retention, Citiphone
• Comply with the strategies designed for Front End
• Contribute to the monthly productivity standards of the Business.
• Comply with monthly efficiency goals in buckets
• Identify inconsistencies in the Collections systems that affect the products of the clients.
• Offer Negotiation strategies, according to the client's specific situation or route the case to Remedial, or supervisor to offer the client alternative payment according to their condition
• actively participate in the fulfillment of our Shared Responsibilities
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years of experience in the collection area
• I work under pressure negotiation ease of speech leadership adaptability
• Ability to adjust quickly to changes and reprioritization in the market, client needs or organizational issues while remaining focused

Education:

• High School diploma or equivalent

Escolaridad:

Diploma de bachillerato / equivalente.o licenciatura trunca o en curso de las siguientes reas/especialidades: Administracin, Economa, Finanzas, Mercadotecnia y/o Contabilidad.

Experiencia:

Mnimo 2 aos de experiencia en puesto similar

Mnimo 2 aos en rea de cobranza/operaciones de Seguros.  

Conocimientos especficos y/o tcnicos indispensables:

• Realizar llamadas telefnicas asignadas de acuerdo con el modelo de llamada proporcionado.
• Administracin y registro de todas las llamadas realizadas, dictaminando correctamente (habilidad de captura rpida).
• Gestionar convenios de pagos para disminuir la prima pendiente.
• Realizar trmites de endoso para el cambio de conducto de cobro con la finalidad de aumentar la efectividad de cobranza.
• Cobros en TPV y medios intermedios como cobro en lnea.
• Conocimientos bsicos de los procesos operativos de una pliza.
• Resolucin de aclaraciones recibidas por los diferentes canales
• Dar seguimiento para que el rea de Operacin CFDI elabore los recibos y/o complementos de pago.
• Conciliacin de recibos cobrados contra contabilidad reportada.
• Experiencia indispensable en giro de Seguros: aplicacin de primas en depsitos, devoluciones, endosos, siniestros etc,.
• Excel intermedio (cruces de base de datos, formulas, tablas dinmicas).
• Garantizar la correcta aplicacin del pago en las cuentas correspondientes.

Habilidades:

• Actitud de servicio
• Personalidad sociable
• Buen trato y negociacin con clientes (Indispensable)
• Gusto por solucin de problemas
• Trabajo en equipo
• Excelentes capacidades de organizacin y de gestin del tiempo
• Atencin a los detalles
• Capacidad de anlisis
• Proactividad
• Tolerancia a la frustracin
• Adaptabilidad al cambio
• Trabajo en equipo
• Compromiso
• Orientacin a resultados
• Sentido de urgencia
• Apego a normas

Funciones generales:

• Cumplir con las llamadas y contacto con el cliente para que exista una gestin de cobro vs la meta establecida (mensual y diaria).
• Tener el tiempo de conexin mnimo necesario.
• Revisar las mtricas KPIS de productividad diariamente para mejorar el resultado.
• Registrar y/o dictaminar el resultado de cada llamada realizada.
• Dar seguimiento a la cartera asignada para revisar promesas de pago y confirmar que ya la pliza ya no se encuentre pendiente de cobro.   
• Realizar conciliaciones contables diarias de las plizas asignadas y cobradas en cada etapa del proceso.
• Colaborar con otros departamentos/reas para garantizar la cobranza de la cartera asignada. 

------------------------------------------------------

Job Family Group:

Operations - Collections Default

------------------------------------------------------

Job Family:

Core Collections

------------------------------------------------------

Time Type:

Full time

------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above.

------------------------------------------------------

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

------------------------------------------------------

Citi 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 (opens in new window).

View Citis EEO Policy Statement (opens in new window) and the Know Your Rights (opens in new window) poster.

Apply (opens in new window)