The Customer Service Representative (CSR) are our clients’ first point of contact for all their cash transactional and technical queries on their accounts held with Citi Commercial Bank UAE and in exceptional cases accounts held outside UAE. The Customer Service Representative will be required to manage a designated portfolio of our CCB clients covering SME & MME clients including Platinum and top tier. They ensure that incoming enquiries are dealt with in an efficient and effective manner. The successful candidate for this role will be a highly motivated, enthusiastic, proactive individual who is able to 'think outside of the box' and has a passion for delivering client satisfaction. The individual must also display a capability to project manage in order to deliver on any adhoc project initiatives and service improvements.

Responsibilities:

• Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
• At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally
• Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams with escalation where required
• Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
• Provide RM client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable
• Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
• Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
• Ensure that all the queries/complaints are logged in STaRs system and adhere to the SLA’s at all times
• Escalate customer feedback, processing delays and errors appropriately
• Co-ordinate and control special transactions (urgent and high value /tax payments etc) where applicable
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment
• Complete MCA reviews and Audit preparation
• Lead client communications i.e. marketing updates, surveys etc ensuring team are aware of the requirements and communications sent within deadline
• Actively involved in VOC survey preparation, client survey communications and own survey response action items with Customer Service Head
• Workflow management including capacity planning & MIS/KPI reporting
• Act as SME in products and services, in particular online banking, and be able to present to and train clients to a high standard and help in the reduction of MIFT
• Lead and work with the team to implement process improvement and reengineering to improve client experience. Also lead team inquiry volume reduction and client experience initiatives i.e. Improving TAT etc.
• Manage complaints management process and ensure are complaints are logged, investigated for root case and client kept updated to resolution.

Qualifications: Graduate from a reputed institute preferably Business/Finance Knowledge/Experience:

• Strong knowledge of Commercial bank business and services
• Minimum of 3-5 years experience in client facing role
• Experience of successfully building a trusted network of people to assist achieving goals
• Proven track record of managing client relationships and delivering high quality customer service
• Must have proficient use of all Microsoft - Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills

- Job Family Group: Customer Service - Job Family: Institutional Client Management - Time Type: Full time - 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. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting