CBPS - US Retail Bank Maingate - Customer Solutions Officer City of Taguig, Philippines 09/19/2019 at Citi

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The Customer Service Analyst 1 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:

  • Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
  • Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
  • Conduct necessary analyses to address client needs
  • Communicate resolutions to clients
  • 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

  • Previous relevant experience preferred
  • Experience in customer service
  • Proven investigative, analytical and risk management skills
  • Demonstrated ability to present concepts and influence/lead change
  • Consistently demonstrate clear and concise written and verbal communication
  • Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

  • Bachelor's degree/University degree or equivalent experience

Additional Responsibilities:

  • Provide customer service to inbound and outbound calls by addressing and resolving client inquires in an efficient and accurate manner
  • Identify opportunities to cross sell products or services to clients
  • Perform the proper identification process before accessing account and processing transactions
  • Prepare written correspondence to client inquiries or follow-ups via e-mail or other methods of communication
  • Resolve client issues and identify when to deviate from standard practices or escalate to supervisor
  • Maintain detailed documentation of client transactions, including address changes and processing financial adjustments to customer accounts

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