Job Description

Responsibilities:

• Accept end-to-end ownership of client inquiries and investigations, escalating where appropriate, providing updates and feedback to clients, and acting as dedicated point of service escalation for the assigned portfolio of high profile clients
• Collaborate with internal / external Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry leading service provider
• Act as an advocate and champion for process improvements within Citi and in partnership with the client
• Leverage relationships to defend revenue, cross sell and other product initiatives
• Ensure that key stakeholders are kept abreast of significant customer issues
• Respond to day-to-day issues that are raised by customer at a local level to deliver a high level of customer satisfaction
• Oversee the roadmap to a successful local relationship with a client by understanding the client’s service needs and gaps in delivery
• Maintain knowledge of clients' primary products, system interfaces, common system breakages, and prescribed resolution process
• Partner with Client Experience Manager to deliver process consistency, assist in root-cause analysis, identify trends and provide recommendations for client efficiency improvements
• Act as client advocate in driving resolution for local country service issues
• Drive consistent service against defined KPIs and contribute to achieving high client satisfaction scores

Qualifications:

• Bachelor's degree/University degree or equivalent experience
• 5 years or more experience in Call Centre / Customer Service and Cash, Trade and/or Electronic Banking knowledge
• Strong customer advocacy with a passion to delivering excellent customer service
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Possess initiative, drive and pride in getting the job done the first time

- Job Family Group: Customer Service - Job Family: Institutional Customer Service - Time Type: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting