Job Purpose :
Customer Service Representatives are required to :
Ensure customer queries are answered in the most efficient way possible.
Work with internal departments to obtain answers / solutions for clients’ queries
Ensure incoming enquiries 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 products and processes by conducting necessary analysis and communicating resolution to the customer.
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
Job Background / context :
The Customer Service Representative (CSR) are our clients’ first point of contact for all their cash transactional and technical queries on their accounts held with Citi Commercial Bank Romania and in some cases accounts held outside Romania.
The Customer Service Representative will be required to manage a designated portfolio of our CCB clients covering SME & MME clients including Platinum and top tier.
They ensure that incoming enquiries are dealt with in an efficient and effective manner.
The successful candidate for this role will be a highly motivated, enthusiastic, proactive individual who is able to 'think outside of the box' and has a passion for delivering client satisfaction.
The individual must also display a capability to project manage in order to deliver on any ad hoc project initiatives and service improvements
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
Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments, with escalation where required
Drive client satisfaction for given portfolio including regular proactive calls and visits where required.
Escalate customer feedback, processing delays and errors appropriately
Co-ordinate and control special transactions (urgent and / or high value transactions / tax payments etc) where applicable
Keep updated on all new market and regulatory requirements affecting client portfolio / base
Ensure adherence to all departmental standards / KPI’s and ensure a pristine control environment maintained at all times
Active participation in local and regional strategic initiatives supporting Customer Service Head and team is the successful role out
Account maintenance / closing related activities
Manage 3rd party requests arriving on different channels in a timely and professional manner
Complete evaluation of complaints, solution and substantive reply to the client
Development Value :
The successful candidate will have the opportunity to :
Work with various Citi branches and Products
Client management for a designated portfolio of clients
Develop strong professional relationship and internal network
Implement change / improvements
Knowledge / Experience :
Experience in Customer Service
Language skills : English & Romanian
Proven track record of managing client relationships and delivering high quality customer service
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
Strong ability to coach and train clients in banking products and services
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - RO
Time Type : Full time
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