Citi Group Customer Service Officer 

Canada, Ontario, Ottawa 

473032511

Job Purpose:

The Customer Service Officer (CSO) represents the main day to day contact of Financial Institutions accessing Citi Services for Global Custody and Direct Custody and Clearing both in Western Europe Direct Custody and in the United States. CSO mainly receives client inquiries via phone, emails and fax and is required to provide feedback in a timely, accurate and concise manner, ensuring the customer expectations are always met in terms of quality standards.

Job Background/context:

• The successful candidate will act as first point of contact for client queries for a designated client, or number of clients, within a dynamic Securities environment. He/She will also be required to maintain client issue tracking ensuring correct level of focus given, and manage escalation where required.

• The resource will be part of an existing Customer Service Team of six members who currently services Italian Financial Institutions clients.

Key Responsibilities:

• Manage day to day inquiries and interface with Citi internal departments, both locally and internationally within the following areas:

o Settlement
o Corporate Actions
o Incomeo Implementations
o Cash Investigation
o Agency and Trust
o Tax
o Stock Lending

• Maintain client issue tracking ensuring correct level of focus given, and escalated where required for service issues.

• Attend service review meetings. Ensure service level reporting is adhered to and followed up.

• Regular review of MIS data to better understand client behaviour and assist in the identification of areas for service/operational improvement or client training.

• Work as partner with Technology on client’s requests.

• Ensure credit excess approval requests are obtained in timely manner.

• Raise internal product enhancements to accommodate clients’ needs.

Requirements:

• Excellent Client Service Management skills including communication, listening and telephone skills. Corporate Customer Service background preferred.

• Fluent English and Italian (written and verbal).

• Proven experience of financial markets, services, instruments, techniques, investments preferred.

• Proactive team player with strong presentation and interpersonal skills.

• Attention to detail and analytical mindset.

• Good workload management andprioritization.

• Ability to suggest/implement process improvements and modifications.

Time Type:

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