Client Service Officer

Citi is a global financial institution dedicated to serving as a trusted partner to clients by responsibly providing financial services that enable growth and economic progress.

Citi is seeking a Client Service Officer to join its global financial institution. This position is central to providing after-sales customer support to Citibank clients through various communication channels, mainly telephone and email. The role aims to continuously align operational and delivery capabilities with customer expectations, ensuring high service quality and fostering continued client loyalty. The successful candidate will be part of a global organization committed to being a trusted partner to clients by responsibly delivering financial services that promote growth and economic progress.

1. Directly interact with customers on a daily basis.
2. Collaborate with internal partners to find solutions and answers for client inquiries.
3. Champion and drive process improvements within Citi.
4. Engage Citi business partners in a collaborative effort to address issues and identify opportunities that enhance Citi's reputation as an excellent service provider.
5. Participate in gathering customer feedback, conducting root cause analysis of issues, and identifying areas for process improvement.
6. Manage a portfolio of client relationships, ensuring client satisfaction and providing training on Citi products and services.
7. Act as a primary point of contact for clients, coordinating with key teams to identify and resolve client issues.
8. Ensure customer inquiries are addressed efficiently and promptly, adhering to departmental standards.
9. Perform necessary analysis to effectively meet client needs.
10. Communicate resolutions clearly to clients.
11. Evaluate risks appropriately when making business decisions, considering the firm's reputation and protecting Citibank, its clients, and assets.
12. Ensure compliance with applicable laws, rules, and regulations, adhere to company policy, apply sound ethical judgment, and transparently escalate, manage, and report control issues.

1. 1-3 years of relevant experience.
2. Demonstrated clear and concise written and verbal communication skills in English.
3. Proven ability to deliver high-quality customer service, focusing on building client relationships and achieving quality results.
4. Ability to present concepts effectively and influence or lead change.
5. Strong investigative, analytical, and risk management skills, including the ability to understand and interpret statistics and metrics.
6. Self-motivated with a high capacity to follow through despite obstacles.
7. Demonstrated initiative and creativity in problem-solving.
8. Excellent organizational and time management skills.
9. Ability to work independently within a team environment.
10. Proficient technical skills in Excel and Word.
11. Flexible and adaptable approach to a dynamic work environment.
12. Bachelor’s degree or University degree, with a minimum of Second Upper Classification or equivalent.