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February 24, 2020
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Home » Job Alert: Client Service Officer – Financial Institutions at CITIBANK
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Job Alert: Client Service Officer – Financial Institutions at CITIBANK

  • Citibank Nigeria Limited, the leading global financial services company, provides consumers, corporations, governments and institutions with a broad range of financial products and services.

    Client Service Officer – Financial Institutions

    • Job TypeFull Time
    • QualificationBA/BSc/HND  
    • Experience
      7 – 8 years
    • LocationLagos
    • Job Field
      Sales / Marketing / Retail / Business Development  
     

    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 career website on jobs.citi.com to apply

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