Client Service Officer

5 days ago

Mumbai Maharashtra, India Citi Full time

**Responsibilities**: - Answer incoming calls from Arabic-speaking customers, understanding their needs and concerns clearly. - Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Ensure customer satisfaction and provide professional customer support. - Ability to work under pressure, strict deadlines and efficient in multi-tasking - Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to the team. - Ensure all KPI metrics are met as per agreed targets. Compiling reports on team s performance and customer feedback. - Communication and being a focal point of dissemination of information from management to team and vice versa. Work closely with other operational teams on quality and improvement of service. - Work with leaders within the organization to influence the focus on customer experience and coaching strategies. Ensure productivity parameter is maintained for the team on a daily basis/ Analysis of daily reports on productivity. - Data management and analytical skills. - Ability to work with multiple levels of management internally and with customers (or clients). - Manage and execute client transactions with respect to business and individual banking, credit and investment products. Ensure transactions are completed within audit and compliance standards as well as timely. - Take ownership of client investigations (e.g., statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution. - Coordinate account maintenance for all products and reporting on WINS including address changes, telephone number updates, account status changes, rates and fee waivers. - Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction. - Should be flexible to work in rotational shifts and rotational scheduled offs. - Experience in Payment processing fund transfer industry would be an added advantage **Qualifications**: - High School diploma or equivalent - Previous relevant experience preferred - Ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients - Ability to problem solve and analyze data with demonstration of attention to detail - Strong verbal and written communication skills - Client facing experience; strong background and interest in the fields of operations and compliance; previous sales referral experience - Knowledge of investments, banking, and credit product - Native-level fluency in Arabic, with strong understanding of grammar and vocabulary. - Excellent verbal and written communication skills in Arabic and English, with the ability to actively listen and clearly explain information.**Job Family Group**: Customer Service - **Job Family**: Institutional Customer Service - **Time Type**: Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting

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