Responsibilities:
- Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards.
- Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
- Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools.
- Inform customer about problems (system failures, market issues) and provide regular resolution updates.
- Escalate customer feedback, processing delays and errors appropriately.
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Ensure adherence to all departmental standards and maintain control environment.
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
- 2-4 years of relevant experience
- Experience in customer service and/or finance.
- Proficient in Microsoft Office
- Proven critical thinking and crisis management skills used to problem solve and make decisions.
- Consistently provide attention to detail to ensure accuracy.
- Consistently demonstrate clear and concise written and verbal communication
- Consistently deliver high-quality customer service with focus on building client relationship and achieving results
Education:
- High school diploma or equivalent
Commercial Card Customer Service Representative (Hybrid)
- Respond to inbound service calls from government and corporate cardholders.
- Perform necessary account maintenance to fulfill customer requests.
- Communicate account status, procedures, and other information as needed to respond to cardholder inquiries.
- Research and resolve customer inquiries/concerns.
- Follow established procedures/processes and Citi best practices while assisting with cardholder/non- cardholder inquiries.
- Gather information and lead the client using practical troubleshooting techniques to determine source of error.
- Escalate cardholder issues to the next level of support when appropriate.
Qualifications
**Must pass Citi background check and Government Background screening. **
Full timeNorfolk Virginia United States$43,960.00 - $57,340.00
Anticipated Posting Close Date:
May 09, 2024View the " " poster. View the .
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