Employee Services Consultant (Bogotá)

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge
• Assesses and interprets the level of complexity of employee inquiries, providing coaching (e.g. low complexity ER issues), answering directly or escalating to appropriate parties for resolution
• Acts in an advisory role by providing end-user support for those interacting with HR systems, resolving issues and promoting/guiding employees in the usage of self-service functionalities where possible
• Ensures positive and consistent experiences by striving for excellence in understanding client requests, streamlining service delivery and identifying next steps
• Ensures proper usage of knowledge management and case management systems to effectively respond to, document and monitor inquiries
• Seeks opportunities to improve departmental processes and customer service by identifying service...