Job Vacancies at Citi

The Client Service Officer (French speaking) is primarily responsible for providing after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail.  The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales maintenance, which constitutes service quality that ensures continued patronage from the client

Client Service Officers are required to:

• Have direct day to day interaction with customers
• Work with internal partners to obtain answers/solutions to client inquiries
• Acts as the advocate and impetus for process improvements within Citi.
• Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider
• Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities
• Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services

Responsibilities:

• Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analysis to address client needs
• Communicate resolutions to clients
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, 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:

• Relevant experience
• Consistently demonstrate clear and concise written and verbal communication in English and French
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

• Bachelor's degree /University degree or equivalent experience (Minimum Second Upper Classification or Equivalent)
• Fluency in French is essential

go to method of application »

The primary function of this role is to support the Treasury and Trade Solutions (TTS)  Middle East and Africa  (MEA) Cluster  Controls and Regulatory Management lead directly  with governance for  MEA cluster Risk management   including the anticipation, mitigation and remediation  of Business risk across all TTS products across the 29 markets (examples below not limited to)

• Governance: Manage the preparation end to end  for monthly/ regular risk and control forums such as TTS MEA Risk and Control Forum (RCF), Cluster Governance Committee  (CGC), Global Services  Business Risk and Control Committee (BRCC) etc. and also strategic reviews and discussions with MEA Cluster Management
• Strategic Reviews: Thematic reviews of key risk areas (Operational Risk Events (OREs), Regulatory Change Management , Product Governance )   to proactively identify , establish a remediation plan and execute on it and also to simplify BAU activities
•  Issue management: Establish and manage robust governance including proactive tracking, monitoring of Issues and Corrective Action Plans (CAPs)/
• Reg change Management: Coordination with countries via the sub-cluster leads to ensure timely reporting for various reg change forums including completion of  impact assessments, action plans
• TTS Middle East Pakistan (MEP) Subcluster: Support the MEP Risk and control Lead with all aspects of Risk management with a material focus on Reg change management across the 9 countries
• TTS MEA Payment Product: For MEA cluster, support the Payments Product risk management across all countries and payment sub- products (Domestic, Instant Payments, Clearing, Cross Border Funds transfer) including design and launch of new products (expansion into new markets, client segments etc.)

Key responsibilities

• Working with colleagues in TTS Business, Sales and functional partners in Operations, Technology, Citi franchiseor cross Business teams, Second line- Compliance, Legal , the TTS MEA Risk and controls manager is expected to perform the following
• Develop strong relationships with country and cluster business and Risk & Control partners for providing value added advisory and independent oversight
• Consolidate, Analyze and review risk data risk data (typically losses, metrics or assessment results) to identify key areas of risk and also to ensure the mitigation efforts implemented are having desired effect. Formulate plans to improve the metrics
• Investigate what’s causing metrics to deviate from trend and escalate situations that possess excessive risk.
• Identify root causes of major internal or external events and ensuring best practices are shared with others
• The candidate will be viewed as a thought leader on risk management both at country/cluster level and a valuable partner for country/cluster business, functions and regional risk and controls to opine on ,to escalate residual and emerging risks, to implement global/regional driven initiatives to manage risk.
• Manage the preparation and coordination of the Risk and control governance forums end to end for TTS MEA cluster.
• Lead or contribute to initiatives to identify, assess and reduce risk within products (ORE, NAC, Reg change, Managers control assessments (MCA) etc.)
• Support review and approval of new product proposals/product program extensions requiring New Activity Committee (NAC) /Business Risk Review (BRR)

Knowledge/ experience

• Relevant experience preferably in a process oriented (Operational), project management or Risk management area within Banking (beneficial but not essential)
• Knowledge of TTS products is beneficial (not essential)
• Sound knowledge of Microsoft Office suite -PowerPoint and MS Excel in particular
• Strong data analytical skills in particular MS Excel
• Risk management mindset to be able to have a holistic end to end view and dig into the root cause , look across to ensure residual risk and probability of recurrence elsewhere is mitigatated