MYS CTSM PG Commercial Cards - Client Service Officer - C09

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks.  We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning.  You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

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Citi’s Securities Services(SS) supports our clients’ business by drawing on the strength of our unmatched global footprint, which provides them with access to local expertise and scalable solutions to support their ambitions

The Commercial Cards Program Administrator (PA) Client Service Officer (CSO) is responsible for handling PA inquires, received via email and phone, and resolving them within SLA timeframe. The CSO is the primary liaison between Commercial Cards clients and Commercial Card Operations for problem identification and resolution. This person is responsible for assisting with client implementation activities, improving processes to meet client needs and maintaining client satisfaction by responding to problems in a timely manner. This person will work independently and efficiently to achieve high levels of productivity while ensuring best business practices are being utilized.

The Commercial Cards Program Administrator (PA) Client Service Officer (CSO) is responsible for handling PA inquires, received via email and phone, and resolving them within SLA timeframe.  The CSO is the primary liaison between Commercial Cards clients and Commercial Card Operations for problem identification and resolution. This person is responsible for assisting with client implementation activities, improving processes to meet client needs and maintaining client satisfaction by responding to problems in a timely manner. This person will work independently and efficiently to achieve high levels of productivity while ensuring best business practices are being utilized.

KEY RESPONSIBILITIES

• Gain sufficient knowledge on Commercial Cards product features, operational and technology aspects and clients.
• Acquire expertise on complete workflow of inquiry life cycle, teams involved, and their inter dependencies.
• Investigate all incidents received via phones /e-mail, log them into investigation tracking system, updating the case progress, and tracking the case to closure.
• Act as liaison between clients and Operations for problem identification and resolution.
• Maintain client satisfaction by responding to and resolving problems quickly, focusing on First Touch Resolution
• Ensure that the cases are resolved within predefined standard turnaround time.
• Exhibit exceptional follow up skills through direct communication with business partners and clients via multiple communication channels which include outbound calls and emails.
• Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues.
• Escalate issues to the next level of support when necessary.
• Promote self-service as the number one priority – implement ideas to promote self-service and reduce call volumes and emails volumes coming into the call center.
• Act as a client advocate and having an end-to-end ownership to client issues.

DEVELOPMENTAL VALUE

• Understanding of Commercial Cards business dynamics
• Client Service methodology
• Analytical skills
• Interaction with Cards Product Management, Implementation, Operations and Technology

KEY COMPETENCIES / SKILLS

Business/ Industry Knowledge/ Competencies:

• University Degree in Finance or Administration
• At least 3 years of banking experience in Client Service in Transaction Services and/or Corporate Banking
• Experience with Commercial Cards products
• Experience in delivering client service functions to large client base

Personal Attributes/ Interpersonal Skills:

• Strong Client Orientation
• Strong Problem Solving
• Strong Analysis
• Strong Attention to Details
• Strong Written and Verbal Communication
• Good Team Player
• Able to work under pressure and meet tight deadlines
• Working knowledge of Microsoft Office products and Call Management System.
• Effectively prioritize time and manage deadlines.
• Ability to effectively deal with diverse personalities and backgrounds
• Proven ability to utilize logic and systematic processes to analyze and solve problems
• Well-developed problem solving skills necessary to research and trouble shoot client issues.
• Candidate MUST be willing on shift environment on rotation basis

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

https://jobs.citi.com/dei

Candidate MUST be willing to working in a 24/7 shift environment on rotation basis.

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