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
Be involved and understand Monetary Claim issues
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
Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores
Drive standardization and productivity with a view to reducing MTP’s
Perform analysis on trends and best practices while suggesting improvements based on analysis
Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.
What we'll need from you:
Experience in Customer Services and/or Finance
Fluency in English and German is essential and 1 additional European is advantageous)
Experience of successfully building a trusted network of people who have assist them i 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
Knowledge of Citi systems & platforms advantageous
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