Client Service Officers are required to:

• Ensure customer queries are answered in the most efficient way possible.
• Work with CSO/Branches globally to obtain answers/solutions for clients’ queries that are outside of Western Europe, based on their interaction with Citi’s global footprint
• Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner.
• Support and strengthen customer needs in an efficient, effective and professional manner and handle exceptional requests when required.
• Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.

Responsibilities:

• Manage a portfolio of high profile clients, 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
• Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.
• Initiate Digitization projects to reduce queries through automation & selling self-service model. Eg; E-statements, E-swift, E-Advices, Payment Insights etc. Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer. Request clients to participate in the Voice of Client surveys.
• Communicate Clients regarding outages, product updates, institutional and regulatory requirements
• Answer client calls within the department standards

• Qualifications:
• Excellent communication skills : verbal and written (experience in business/financial environment)
• Fluency in English and French is essential and 1 additional European language advantageous
• Client focused – (Meet and exceed expectations)
• Manages Risk
• 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
• Build relationships easily
• Ability to plan and organize efficiently (prioritize)
• Excellent problem solving skills
• Proven record of process improvement
• Accountable and self-reliant
• Excellent time management & prioritisation skills

The successful candidate would display the below behaviours:

• Professionalism and Integrity
• Resilience
• Initiative
• Decision making
• Adaptable
• Self-motivated and results oriented
• Values Diversity
• Foster a positive team dynamic

Education:

• Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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