Customer Services Representative at CITIBANK

Primary Purpose:
The Customer Service role is a Front Office function responsible for attending to the bank/walk-in customers’ needs, requests and inquiries.  This is an important role given the fact that one of the most critical issues in banking today is the delivery of high quality service to customers and which has a direct impact on satisfaction, loyalty and revenue.
The purpose of the Customer Service function is therefore to provide outstanding service in an easy, consistent and timely manner to customers as part of a comprehensive strategy aimed at improving quality in the front office.
 
Business Relationships:
Internal: Frequent to daily contact with Product & Business Groups, Treasury, Credit Risk Management Services, Branches and other Operations & Technology
External: Mainly customers physically present at the bank for routine requests and enquiries.
 
Qualifications
 
PERSON SPECIFICATION:

Knowledge:

• B.Sc. degree/first degree
• The ideal candidate should have a 1-2 years in banking experience.

Skills:

• Good interpersonal and communication skills which is required for both internal and external business partners.
• Strong PC and database management skills.
• Good control skills
• Good reporting and tracking skills
• Attention to details in document review
• Good organizational and planning skills required to manage a large number of requests. Team player who pays attention to details with a high degree of control and emphasis to quality.
• Self-discipline and dedication.
• Quick learner
• Willing to take on extra duties as may be required.

Core Competencies:

• Ability to quickly understand operational risks associated with documentation handling and processes
• Compliance with Citigroup controls, local and international laws.
• Ability to cope under high-pressure and multitasking ability
• Very good with handling diverse and irate customers