Department Overview

Citi's Treasury and Trade Solutions (TTS) team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.

• TTS Corporate Client services manages 99% of Fortune 100, 93% of the Fortune Global 500 clients.
• Financial Institutions Client services manages 400+ of the top 500 Global Banks and Top 10 Insurance companies.
• Public Sector client services service the governments of ~ 120 countries with 700 Public Sector clients globally.

Team/Position Overview

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.

Key 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
• At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally
• Lead and participate in cross departmental initiatives
• 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 to understand their transactional and inquiry activity. Host review calls to discuss and analyse 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
• Service specific customer enquiries accurately and in a timely manner in line with departmental standards
• Provide service and interact with colleagues in line with Citi values and policies.
• Participate and Lead in department projects and initiatives
• Proactively aim to reduce query volume and promote self-service
• 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. E.g.; Citi Payment Insights, SWIFT gpi, E-statements, Citi Knowledge Center.
• Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer. Request clients to participate in the Voice of Client surveys.
• Answer client calls within the department standard.
• Request clients to participate in the Voice of Client surveys.
• Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer.
• Be involved and understand Monetary Claim issues.

Experience and Skills

• Experience in Customer Services and/or Finance
• German or French language speakers
• Experience of successfully building a trusted network of people who have assist them in achieving their goals
• Experience working with a diverse range of cultures and being able to adapt to the localized methods of communication
• Proven track record of managing client relationships and delivering high quality customer service
• Fluency in English and an additional European language (French, Spanish, Portuguese, German or Italian) is advantageous.
• Knowledge of Citi systems & platforms advantageous (Citi FT, Flexcube, STaRS, LMS)
• Must have proficient use of all Microsoft Applications (Word, Excel, Access, PowerPoint), with very strong computer/technical skills
• Experience in a fast-paced team environment, with being a senior member or SME in this team being an advantage
• Excellent communication skills: verbal and written (experience in business/financial environment)
• Client focused – (Meet and exceed expectations)
• Delivers quality results- Ability to influence stakeholders to achieve results
• Accountable and self-reliant
• Manages Risk
• 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
• Crisis Management skills
• Excellent time management & prioritisation skills
• Has the required influencing and persuasion skills to assist colleagues

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