Position Objective:
The CitiService Officers principle responsibility is to provide after-sales customer support to Citibank N.A. South Africas customers through various mediums of communication, primarily the telephone and e-mail. The strategic objective is to continually realign operational or delivery capabilities with customer expectations.
Responsibilities:
- Welcoming all new customers in the assigned sector within 24 hours of the customer hand over process having taken place by the Implementations Manager
- Receiving and responding to telephonic and written customer queries on balances, transaction detail, and receipt of funds, payments processed, first level Electronic Banking enquiries and all other general queries.
- Investigating queries that cannot be resolved immediately by interacting with various operations areas and providing the customer with the solution.
- Logging all customer interactions (telephonic, fax & e-mail) in PACT with accurate classification of the enquiry and detailed notes on the activities required to close the call.
- Maintaining the standard enquiry/investigation resolution time within the defined service standards.
- Noting customer feedback (positive / negative) on PACT and passing the feedback on to the CitiService Manager and Customer Services Head.
- Root cause analysis on customers with high levels of enquiries in order to determine whether systems / processes / products should be modified to eliminate errors and processing difficulties. The results of such analyses should be provided to the CitiService Head.
- Following up on any issues remaining from previous business days.
- Providing daily support for all products to customers.
- Notifying customers of any errors discovered, the corrective actions taken and the expected time of resolution.
- Calling on customers to address after service related issues and identifying cross-sell opportunities.
- Conducting customer surveys in terms of the structure set out by the CitiService Head.
- Identifying customer training needs early and then mobilizing bank resources for execution of such training.
- Proactive customer contact to provide information, communicate changes and procedures.
- Providing support to Citiservice Head in running team meetings/managing KPIs/ MCA & VoC Analysis
- First Escalation point for clients and internal stakeholders
Revenues: Direct impact as CitiService is involved on a daily basis with large customer transactions. The CSOs manage accounts on a relationship and portfolio basis and have been recognised as being integral to customer relations.
Work of Others:
- RMs and TTS Sales are dependent on the CSO to update them on the details of customer activities so that they can identify cross-sell opportunities.
- Providing a single window for the customers problem-resolution, the CSO prevents calls from being passed on to the operations areas so that operations processing can occur without interruptions.
- Telephonic customer service in the financial services industry where emphasis was placed on product knowledge and resolution of varied problems.
- Banking experience.
- Computer experience (MS Windows, Excel, Access, Word)
- On-the-job training provided for the Citibank systems and processes.
- Understanding of the legal / audit requirements inherent to the job.
- Leadership/Management Skills
- Telephone and listening skills.
- Good communication skills (verbal & written)
- Computer skills (MS Windows, Word Processing and general use)
- Problem solving, time management & analytical skills.
- Keen appetite for acquiring further knowledge of the customer services environment and the products on offer.
- Relationship building skills.
- B Com or similar is required
- Care about customers and enjoy working in a customer-focused environment.
- Are energetic, enthusiastic & methodical.
- Enjoy solving problems and decision-making.
- Fully understand the importance of service & the creation of positive customer experiences.
- Show initiative.
- Are presentable and friendly and can work under pressure
Job Family Group:
Commercial and Business Sales
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Job Family:
Client Service
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Time Type:
Full time
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