Client Service Officer at Citi

The Client Service Officer is an intermediate-level position responsible for providing top-tier corporate clients with after-sales support through various mediums of communication, primarily the telephone and e-mail. The overall objective of this role is to address client inquiries, provide ongoing customer service support and continually realign operational or delivery capabilities with customer expectations.

Responsibilities:

• Have direct day to day interaction with the customers
• Manages a portfolio of client relationships and ensures clients are satisfied with and trained on products and services
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Communicate resolutions to clients
• For Global relationships, coordinating efforts with Service Delivery partners around EMEA to resolve client inquiries.
• Provide clients with regular and ad hoc MIS/Service Reviews to enable them to understand their transactional and inquiry activity. Host review calls to discuss and analyze these reports.
• Oversee the roadmap for a successful relationship with a client by understanding the client’s service needs and gaps in delivery
• Support monitoring of  Customer Feedback through VoC (Voice of the Client Survery)
• Channeling customer feedback to the unit head and the relationship managers as well as identifying sensitive customer issues and escalating the same in line with the escalation process.
• Conduct necessary analyses to address client needs
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Appropriately assess risk when making decisions, ensuring 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:

• 5+ years of relevant experience
• Excellent communication skills : verbal and written
• Client focused – (Meet and exceed expectations)
• Consistently deliver high-quality customer service with focus on building client relationship
• Delivers quality results - Ability to influence stakeholders to achieve results
• Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics

Skills and Knowledge:

• Attention to detail.
• Ability to plan and organize efficiently (prioritize)
• Technical competence with MS office applications
• Excellent problem solving skills
• Proven record of process improvement
• Organizational skills
• Crisis Management skills
• Accountable and self-reliant
• Excellent time management & prioritization skills
• Influencing and persuasion skills

Education:

• Bachelor’s/University degree with a minimum second Class Honors Upper Division or equivalent.

Personal Attributes:

• Good interpersonal skills and ability to communicate effectively.
• A team player
• Willing to learn, a fast learner preferred
• Positive attitude
• Flexibility
• Good judgment.
• Proven ability to work under limited supervision within a team environment