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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

Job description:

HR Connect NAM Inquiry Management Specialist is an entry-level position responsible for providing operations support services, including but not limited to; customer support to employees and managers on HR related topics: total rewards, compensation, benefits, learning, HR systems direct access, etc.

The HR Connect NAM Inquiry Management Specialist processes inquiries employees and managers might have, which can be addressed through cases, live chat and phone calls in a contact center environment.

Responsibilities:

• Support case inquiry management team with phone calls, live chats and cases (Contact Center).
• Serves as the instructor to our customer on the systems and self-service options available for employees and managers.
• 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.
• 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.
• Supports complex/specialist level inquiries
• Acts as SME for HR Delivery Pillar processes (GPS, TAO, Core HR, Data Services)
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.

Qualifications:

• Previous relevant experience in contact center (desirable)
• Knowledge in Workday and ServiceNow (desirable)
• Knowledge in HR (desirable)
• Intermediate/Advance English level (writing and spoken)
• Proficient in Microsoft Office
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills
• Experience in customer service

Qualifications:

• Previous relevant experience preferred
• Proficient in Microsoft Office
• General knowledge of client reporting across the industry and our competitors
• Working knowledge of SQL environments and database queries
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelors degree/University degree or equivalent experience (desirable)

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

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

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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.

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

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