Citi Bank Pakistan Jobs Client Service Officer
Job description
- Handle all Customer inquiries received via calls/emails and have a closure to all inquiries as per defined standards.
- Ensure 100% logging of all Client interactions on Service Tracking and Report System, an automated query login system.
- Provide back-up coverage to CitiService Head and assist team members when the volumes are significant.
- Develop relationships with Platinum, Premium, Preferred clients and ensure continuous engagement to defend existing client mandates and help grow the business where potentially possible.
- Act as a “Single Point of Contact” for external ICG Clients for all their queries/ banking needs and ensure seamless service delivery while consistently and constantly improving the customers’ experience with the bank.
- Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer.
- Communicate Clients regarding outages, product updates, institutional and regulatory requirements.
- Proactively monitor ICG client issues to ensure timely resolution and address escalations. Proactively call customer and check if there are pending / open issues that require resolution.
- Participate in clients calls, organize Client roundtables to discuss common issues, trends & developments.
- Carry out root cause analysis to identify trends in client activity: top inquiry types; most frequent inquirers; assess training needs; areas for automation and self-service.
- Effectively implement Global/Regional directives Eg; drive campaign to reduce/eliminate MIFT by converting Clients to CitiDirect.
- Initiate projects to reduce queries through automation & selling self-service model. Eg; Rollout of e-statements, e-swift, AFRD, ITC, Payment Advisor and Payment Flow Manager to Clients.
- Manage CitiService team at all required levels consisting of training/development, meeting service standards, process improvement and delivery, capacity planning and project work.
- Monitor and enhance team’s productivity/ performance using metrics management and call monitoring tools.
- Perform & Review MIFT call backs & Supplemental Validation in line with MIFT policy and ensure clean audit reviews for the unit.
An added advantage would be given to applicants who can/with:
- Proactively offer feedback to CitiService Head and product teams on updating features in existing / new product offerings & marketing new commercial projects at local level.
- Providing necessary support in building the business, deepening relationships and increasing share of wallet through cross-selling of various GTS products.
Qualifications
- 4 years plus banking experience
- Great communication
- Bachelor’s degree or higher
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Valuing DiversityDemonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success. Apply
Citi is an Equal Opportunities Employer.
Citi Bank Pakistan Jobs Client Service Officer
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