HR Connect team delivers lean and agile HR support services, answering and quickly resolving employee's questions across the LATAM Region (Central America, Caribbean and South America), providing guidance in a wide variety of products such as payroll, compensation, benefits, application support, among others Use of multiple channels such as phone, Service Now cases and chat to interact with employees, former employees and third parties to solve the most common inquiries or to move the requests to the appropriate groups within the HR Delivery organization.

Responsibilities:

• Provide efficient service to employees and other partners via phone, cases and chat interactions
• Identify opportunities to serve employees beyond initial requests to ensure all possible current and future needs are met
• Use judgement and initiative to address and/or escalate requests in a timely manner
• Educate employees on how to efficiently utilize self-service tools through direct access channels
• Assist in process improvement efforts to increase efficiency and employee satisfaction
• Monitor and manage centralized mailboxes
• Participate in projects, as needed
• 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:

• Advance Portuguese
• 2-4 years of relevant experience
• Working knowledge of HR business processes
• Proven analytical skills and attention to detail required
• Consistently demonstrates clear and concise written and verbal communication
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Ability to work in a team-oriented environment

Education:

• High School diploma or equivalent

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

• Portuguese intermediate-advanced (MUST)
• Experience in customer service
• English intermediate-advanced (desirable)

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Job Family Group:

Human Resources

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Job Family:

HR Advisors & Generalist

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Time Type:

Full time

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