Client Experience Western Europe Client Service Officer

Department Overview

Citi’s Treasury and Trade Solutions (TTS) team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.

TTS Corporate Client services manages 99% of Fortune 100, 93% of the Fortune Global 500 clients.

Financial Institutions Client services manages 400+ of the top 500 Global Banks and Top 10 Insurance companies.

Public Sector client services service the governments of ~ 120 countries with 700 Public Sector clients globally.

Team/Position Overview

Senior Client Service Officers are required to:
Ensure customer queries are answered in the most efficient way possible.

Work with CSO/Branches globally to obtain answers/solutions for clients’ queries that are outside of Western Europe, based on their interaction with Citi’s global footprint

Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner.

Support and strengthen customer needs in an efficient, effective, and professional manner and handle exceptional requests when required.

Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.

Key Responsibilities:
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 to understand their transactional and inquiry activity. Host review calls to discuss and analyse 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

Service specific customer enquiries accurately and in a timely manner in line with departmental standards

Provide service and interact with colleagues in line with Citi values and policies.

Participate and Lead in department projects and initiatives

Proactively aim to reduce query volume and promote self-service

Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.

Initiate Digitization projects to reduce queries through automation & selling self-service model. E.g.; Citi Payment Insights, SWIFT gpi, E-statements, Citi Knowledge Center

Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer. Request clients to participate in the Voice of Client surveys.

Communicate Clients regarding outages, product updates, institutional and regulatory requirements

Answer client calls within the department standard.

Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer.

Request clients to participate in the Voice of Client surveys.

Experience and Skills

Experience in Customer Services and/or Finance

Experience of successfully building a trusted network of people who have assist them in 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

Fluency in English and an additional European language (French, Spanish, Portuguese, German or Italian) is advantageous.

Knowledge of Citi systems & platforms advantageous (Citi FT, Flexcube, STaRS, LMS)

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

Excellent communication skills: verbal and written (experience in business/financial environment)

Client focused – (Meet and exceed expectations)

Delivers quality results- Ability to influence stakeholders to achieve results

Accountable and self-reliant

Manages Risk

Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics

Build relationships easily

Ability to plan and organize efficiently (prioritize)

Excellent problem-solving skills

Proven record of process improvement

Crisis Management skills

Excellent time management & prioritisation skills

Has the required influencing and persuasion skills to assist colleagues

–

Job Family Group:
Customer Service

–

Job Family:
Institutional Customer Service

–

Time Type:
Full time

–

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the “EEO is the Law” poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting