• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2019-04-22

Senior Client Service Officer

Senior Client Service Officer

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19015967


Key Responsibilities:
  • Accept end-to-end ownership of client inquiries and investigations, escalating where appropriate, providing updates and feedback to clients, and acting as dedicated point of service escalation for the assigned portfolio
  • Collaborate with internal / external Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry leading service provider.
  • Act as an advocate and champion for process improvements within Citi and in partnership with the client
  • Leverage relationships to defend revenue, cross sell and other product initiatives
  • Ensure that key stakeholders are kept abreast of significant customer issues
  • Respond to day-to-day issues that are raised by customer at a local level to deliver a high level of customer satisfaction
  • Oversee the roadmap to a successful local relationship with a client by understanding the client's service needs and gaps in delivery
  • Maintain knowledge of clients' primary products, system interfaces, common system breakages, and prescribed resolution process.
  • Partner with Client Experience Manager to deliver process consistency, assist in root-cause analysis, identify trends and provide recommendations for client efficiency improvements
  • Act as client advocate in driving resolution for local country service issues
  • Drive consistent service against defined KPIs and contribute to achieving high client satisfaction scores


Skills / Experience required:
  • Degree
  • 5 years or more experience in Call Centre / Customer Service and Cash, Trade and / or Electronic Banking knowledge
  • Strong customer advocacy with a passion to delivering excellent customer service
  • Excellent interpersonal, communication skills
  • Ability to interact with people at all levels
  • Possess initiative, drive and pride in getting the job done the first time