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  • Posted: Feb 14, 2020
    Deadline: Not specified
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    Citi has been doing business in Nigeria since 1984. The bank formerly operated under the name Nigeria International Bank Limited, but was renamed to Citibank Nigeria Limited (Citi Nigeria) in 2008 to fully align with Citi's global brand and identity. The bank has a strategic business focus in Nigeria specializing mainly in Corporate Banking and servicing ...
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    Client Service Officer - Financial Institutions

    Key Responsibilities

    • Direct interaction with the customers on the phone and e-mail for all day-to-day business
    • Liaise with Operations and Product Units to research and resolve customer issues
    • Timely provision of detailed account and transaction information to customers through various media, viz. e-mail, phone, fax, statements, advices, etc.
    • Actively and periodically solicit customer feedback with a view to address service issue and increase customer satisfaction and loyalty
    • Participate in customer feedback survey
    • Provide input to Seniors for service calls to customers to discuss service and operational issues
    • Participate in root cause analysis of internal errors and transfer of best practices for process improvement
    • Proactively inform customers of issues/errors made by Citibank on their accounts and corrective action taken
    • Communicate proactively with customers by informing them of regulatory changes and other internal changes, which affect the operation of their account
    • Identify customer automation opportunities e.g. Citidirect, etc
    • Train staff and customers in products and necessary skills required to carry out their functions efficiently.

    Knowledge

    • 7-8 years of relevant experience
    • Experience in customer service and payments and receivables processes is required
    • Computer proficiency
    • First degree in Social Science, Numerate Discipline /Computer Studies   
    • MBA or Post Graduate diploma in Business management /Finance/Banking/Commerce will be an added advantage

    Skills:

    • Consistently demonstrate clear and concise written and verbal communication
    • Proven investigative and analytical skills
    • Demonstrated ability to present concepts and influence change
    • Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
    • Proven ability to work under limited supervision within a team environment

    Core Competencies:

    • 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

    Business Relationships:
    Internal:

    • Daily contact with Relationship and Product Managers to resolve customer issues
    • Daily contact with Operations to facilitate and solve customer problems
    • Daily contact with Customer Service Unit to discuss service concerns, initiatives and overdue investigations

    External:

    • Daily contact with customers to receive inquiries, investigations, requests and to provide transaction information
    • Weekly contact with customers to obtain feedback on service delivery and review outstanding issues
    • Monthly visits to customer to discuss operational and general service issues; benchmark services, pricing or processes

    Method of Application

    Interested and qualified? Go to CITIBANK on jobs.citi.com to apply

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