The service associate position is an entry-level role responsible for executing customer service activities in accordance with citi’s policies and guidelines, in collaboration with the customer service team. The main goal is to resolve client inquiries and issues while providing ongoing support.
responsibilities:
1. conduct client verifications, handle account inquiries, process transactions, and cross-sell a wide range of products and services to existing and new clients.
2. resolve inquiries and manage client issues based on the empowerment grid, including waivers of late charges, interest charges, annual fees, write-offs, banking fees, and charges for all cards and credit products within prescribed limits.
3. recommend temporary line increases as necessary.
4. develop and maintain detailed knowledge of products and services offered.
5. escalate potential fraud cases to the fraud department and act on behalf of the bank when needed.
6. provide exceptional client experience by fulfilling clients’ needs, measured by specific metrics.
7. assess risks appropriately in business decisions, ensuring compliance with laws, regulations, and policies, and maintaining ethical standards. Report and escalate control issues transparently.
qualifications:
* 2-5 years of relevant experience.
* basic experience in a related role (education/experience combination).
* effective written and verbal communication skills.
* influencing and relationship management skills.
* creative problem-solving ability.
education:
* bachelor’s degree or equivalent experience.
this role involves other duties as assigned. The candidate should be analytical, organized, knowledgeable about banking services and products, familiar with systems such as oe, platino, admwin, od, oc, bpm, brm, responsible, disciplined, able to work under pressure, a team player, proficient in excel (intermediate or higher), outlook, and office applications, with effective communication skills and a proactive attitude.
skills:
* 2-5 years of related experience.
* strong verbal and written communication skills.
* relationship management skills.
* creative problem-solving skills.
* teamwork.
* excel proficiency.
* proactive approach.
* decision-making ability.
job family group: customer service
job family: service
time type: full time
citi is an equal opportunity employer. Qualified candidates will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics.
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