Customer Service Officer - German Dublin, Ireland 02/06/2020 hos Citi


Dublin, Ireland
The Customer Service Analyst is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team.
The role is to act as a single point of contact for external corporate client customer issues with account queries on statements and payments etc. You will mainly be dealing with email queries for an avg. for 5-10 clients based across 17 Western Europe Branches, please note this is not a transnational call center role.
Ideally will suit someone currently working within Financial Services and looking for a new challenge with full training provided.
Responsibilities:
  • Manage a portfolio of high profile clients and branch enquiries, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
  • Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required
  • Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
  • Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable
  • Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
  • Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
  • Escalate customer feedback, processing delays and errors appropriately
  • Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
  • Keep updated on all new market and regulatory requirements affecting client portfolio/base
  • Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times.

Experience and Skills:

  • Min. Bachelor's degree and ideally min. 2 years Financial Services or Account Management (televcom's or pharma experience etc)
  • Fluent English - written & verbal (ideally have experience in business/financial environment)
  • Must be Fluent in a second language German will have to complete a written assessment
  • Client focused – must be able to build long-term relationships with clients, this is not a transnational call center role.
  • Manages Risk with excellent problem solving skills
  • Delivers quality results- Ability to influence stakeholders to achieve results
  • Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics
  • Ability to plan and organize efficiently (prioritize)
  • Proven record of process improvement
  • Shifts: 08:00 - 16:30 & 09:30 - 18:00

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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