Client Service Officer
Citi - New Castle, DE

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Reference Code: 13001084
Location: New Castle, DE, USA
Education Level: Bachelor's Degree
Business Overview:

Cash Client Services in North America is comprised of two main locations, the Delaware Service Center (DSC) and the New York Service Center (NYSC). The DSC supports all cash products for the North American Corporate customers. Cash products include (but are not limited to) the following: Wire transfers, Worldlink, Check clearing, Check Collections, Disbursements, Lockbox, and ACH.

Position Overview:

-Primary contact for North American clients that ensures high quality of service and customer satisfaction.

-The CSO acts as the liaison between clients and the Bank's Operations for problem identification and resolution -Influence the process of ensuring standard GTS transactions are executed in a timely and accurate manner

-Transactions may include but are not limited to: funds transfers, cash letters clearing, check collections, disbursements, Worldlink transactions, trade settlements, foreign exchange, corporate actions, income collections, transitions and tax reclaims

-Serve as the day-to-day operational focal point contact for clients

Main Competencies :

-Basic navigation skills within the product proprietary systems that support the business

-Effective telephone and writing skills necessary to interact both internally and externally with senior level professionals

-Proactively identify problems that may arise for client's accounts and interface with Operations and Technology to propose solutions

-Perform within departmental procedures and compliance standards in order to minimize losses to the Bank

-Ability to relate to others, provide back-up coverage for team members and assist team members during high volume periods

-Dedicated to understanding and addressing client needs

-Fully understand and implement Citigroup's values: Responsibility to our clients, to each other and to our franchise

Day-to-Day Responsibilities:

-Liaison between clients and Operations for problem identification and resolution

-Provide back-up coverage for team members and assist team members during high volume periods

-Receive instructions from management on escalated issues to ensure best business practices

-Take initiative to cross-train oneself within the department

-Ensure attendance at mandatory training courses

-May participate with senior teammates on client calls for increased knowledge and competency

-Process of standard transactions and use of discretion in dealing with clients to ensure quality service standards are delivered effectively

-Maintain client satisfaction by responding to problems quickly through automated means-investigation system (Inquiry) and by utilization of Client Service Desktop

-Work independently and efficiently to achieve high level of productivity while reducing costs

-Interface with Operations and Technology to drive the improvements, which will lower costs

-Migrate clients from fax to electronic usage for daily transactions/reporting

Education : Bachelor’s degree or equivalent experience

-3+ years of business related experience

-Basic computer skills: Microsoft Access, Excel, Outlook and Word

-Demonstrated interpersonal and listening skills for problem identification and resolution

-Client service experience

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