Client Service Manager

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

In this role, you are expected to:

The Customer Account Specialist serves as the Clients’ primary contact. They provide operational account management at a corporate client level. The main responsibility is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team and provide a single access window for client queries and concerns.

• Ensure a Seamless Transition from Implementation into Business As Usual for new programmes

• Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA)

• Drive consistently high levels of client satisfaction

• Continually increase their own knowledge and understanding of the clients’ card program

• Leverage existing relationships to drive expansion of issuance among current programs

• Create opportunities for proactive program improvement in concert with Account Management and other functional areas

• Frequent proactive client communication. Lead regular conference calls. Schedule, organise and lead regular client service reviews in collaboration with Account Management and other functional areas where relevant

• Influence the client to ensure that their programme operates optimally for both them and Citi

• Day-to-day issue resolution with key contacts at the client’s organization

• Issue Escalation - Taking ownership of issues and coordinating fast resolution

• Addressing the root causes of any recurring issues with Citi and Client functions

• Assist the Call Centre and Back Office functions with day-to-day cardholder problem resolution — very little direct contact with cardholders

• Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders

• Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections

• Identify trends and carry out margin analysis to ensure smooth operation of the program

• Create Opportunities for Proactive Programme Improvement. Practice effective continuous process improvement within Operations and  with our clients to reduce errors, bottlenecks and ultimately, costs

• Identify areas to cross sell cards products / solutions to existing clients and work with the Citi teams to develop these leads.

• Grow programmes through new countries, changes to scope, additional spend types

• Programme Maintenance

• Ongoing Programme Analysis

• Engage and coordinate relevant Citi resources as needed to support the Client e.g. Operations, Product, implementations.

Development Value:

• Cards business dynamics and Experience of a fast growing Corporate Card business.

• Client relationship management (both over the phone and face to face)

• Planning and execution skills relating to customer portfolios

• Customer management skills (large corporate clients)

• Exposure to Product Management, Front and Back Office, Operational functions

• Analytical skills (service data, programme performance data, expansion opportunities)

• Progression to CAS Roles serving the largest clients/Account Management roles

As a successful candidate, you would ideally have the following skills and exposure:

Knowledge/Experience:

• Excellent Customer Service skills

• Strong experience of Managing and developing client relationships

• Track record of driving incremental sales in existing relationships

• Knowledge of credit and debit card markets, products and processes

• Operations/Customer Service experience

Skills:

• Excellent Presentation & Communication Skills

• Highly fluent in English

• Advantageous to be fluent in French and German

• Highly articulate, with influential verbal skills and precise written skills

• Strong people skills

• Strong MS Office and system skills

• Analytical & methodical approach

• Highly numerate

• Effectively priorities time & manage deadlines

Qualifications:

• Bachelor’s/University degree or equivalent experience

• 5-8 years of relevant experience

• Candidates must be customer-oriented

• Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skills, keen attention to detail and excellent time management skills.    

Competencies

• Ability to work in a pressured environment and multi-task is essential.

• Must be proactive and prepared to investigate issues on own initiative with the minimum of information.

• Excellent communication skills & ability to communicate at all levels.

• Self-motivated and demonstrate high level of initiative.

• Display a high level of attention to detail

• Team player

• Self-motivated, highly energetic, analytical problem solvers, and possess strong relationship management skills, keen attention to detail and excellent time management skills.    

• Candidates must be customer-oriented

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

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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