Interact and support Citiservice in all matters related to process that impact the Client Experience.
Become an active and trusted team member in front of the client as part of the Client Delivery Team responsibilities.
Be a partner with Banking Team / RSU Team / Ops Team / RPC Teams to ensure smooth processes resulting in client’s prompt responses and better Client experience with Citi.
Participate in Service Reviews a / o client visits (countries with no RSU) and work with CitiService executing the corresponding action plans.
Main point of contact to interact with Citiservice, Sales, Bankers, TTS Product, TTS Operations, RPCs
Work in the Root Cause analysis :
Of the investigations sent to the back office to work with CitiService implementing actions that allow Citiservice being more Self-
Service. Also in order to identify process improvement opportunities with the local Ops teams
To stablish the proper communication channel for the client requests that are being management by the RMs / RAs.
Of the escalation process in order to identify Service opportunities
Active participation in campaigns such as :
Service Agreement Elimination : Exm : Enrollment of top non-authorized contacts under the SAM model
VOC : Encourage clients and local teams to support the CitiService VOC Process
Citiservice Engagement Campaign / Service Call reviews : Active participation in service reviews and also action plans ownership and execution.
STARs Enhancements : Coordinate any STARs new capabilities in the cases the local teams need to be involved
Participate in bi-weekly calls with Citiservice / EBS in order to to provide feedback for improvement according with the information received from the local teams and work with CitiService suggesting / implementing action plans to correct the findings.
Responsible for promptly addressing constructive feedback received from clients which help in avoiding client’s attrition.
Coordinate with the Cluster Manager the corresponding training and system access to support CitiService to be more self-
service aiming to obtain on-line responses reducing time cycles.
Other responsibilities related to client management and relationship support can be assigned as required during the course of business.
3 years or more of experience in Customer Relationship / Service.
Bachelor degree in Finance, Accounting, or Business Administration
Cash Management Product knowledge & Electronic Banking
English as a second language is mandatory
Superior analytical / creative thinking skills
Ability to assess complex processes and issues and deliver practical solutions
Technological Proficiency / Knowledge is a plus : Advanced Navigation Skills within the product proprietary systems that support the business across the region
Global Client Respect / Service : Dedicated to understanding and addressing clients needs
Planning and Organizing - Capable of organizing several complex tasks effectively in order to accomplish goals and meet deadlines
Communication : Effective telephone and written skills necessary to interact both internally and externally with senior level professionals
Accountable, Achieving and Driving Results orientated
Risk Management - perform within departmental procedures and compliance standard in order to minimize losses to the bank
Teamwork and Interpersonal skills : Ability to relate to others, provide backup coverage for team members and assist team members during high volume periods
Able to visit clients
Flexibility to work overtime