Citibank is looking for a Chief Client Service Officer for Financial Institutions' support. Chief CitiService Officer for Financial institutions is a position responsible for providing clients with resolutions and support in coordination with the Customer Service team.
Responsibilities:
- Manage a portfolio of high-profile clients – financial institutions, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
- Provide coaching and support to team and serve a point of contact for escalations
- Maintain client portfolio through regular calls and face to face interaction, as needed
- Keep effective networking with internal partners (Russian/English speaking)
- Inform clients about problems (system failures, market issues) and provide regular resolution updates
- Advise on and advocate the implementation of process improvement and reengineering to improve client experience
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Escalate customer feedback, processing delays and errors appropriately
- Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
- Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
- 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency
Qualifications:
- Over 3 years of customer experience
- Relevant experience (financial institutions service/correspondent relationships) preferred
- Computer proficiency
- Demonstrated project management and organizational skills to prioritize multiple tasks
- Proven self-reliance and accountability and ability to manage risk
- Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
- Proven investigative and analytical skills
- Demonstrated ability to present concepts and influence change
- Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
- Proven ability to work under limited supervision within a team environment
- Fluent English (Intermediate level at least)
- Education: Bachelor's degree/University degree in finance/economics