The Customer Service Representative 5 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 behavior 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 behavior, 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:
- High school diploma or equivalent
Job Family Group: Customer Service
Job Family: Institutional Customer Service
Time Type: Full time
Most Relevant Skills Please see the requirements listed above.
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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