Customer Service Representative

Job Id: 22590594

The Customer Service Representative is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools
Inform customer about problems (system failures, market issues) and provide regular resolution updates
Escalate customer feedback, processing delays and errors appropriately
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Ensure adherence to all departmental standards and maintain control environment
Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behaviour from all our employees and it will be measured by specific metrics.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

2-4 years of relevant experience
Experience in customer service and/or finance
Proficient in Microsoft Office
Proven critical thinking and crisis management skills used to problem solve and make decisions
Consistently provide attention to detail to ensure accuracy
Consistently demonstrate clear and concise written and verbal communication
Consistently deliver high-quality customer service with focus on building client relationship and achieving results.

Education

Bachelor’s degree/University degree or equivalent experience