Job Description

Job Title SERVICE RELATIONSHIP ASSOCIATE

Description

The Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities, while ensuring adherence to Citi's policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.Job Purpose:The Service Relationship Associate staff will provide excellent relationship management and account servicing support to Relationship Managers so that as a team, there is greater productivity in acquiring, deepening and broadening existing and potential relationships.Responsibilities:Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product linesEnsure accuracy of research and compliance advice provided to members of sales force teamDevelop information regarding required changes in reports and proceduresApply knowledge of how the team interacts with others in order to accomplish Customer Service goalsFulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.Manage end to end queries for CPC and CG customers.Ensure consistently strong and proactive support is given to Sales team through timely and error-free execution of trades; and all other aspects of service and customer relationship management.To ensure all work processes are executed in compliance with Bank's policies and procedures, timely and error-free, delivering consistency in client experience, in tandem with business & financial objective, and as per regulatory requirementEnsure all aspects of the department's administrative functions are carried out effectively and completely in accordance to approved operating procedures of the Business.Complete/follow-up documentation for client's transaction needs or due diligence purpose.Resolve customer queries received through various channels (Email/Phone/Face to face interaction etc.)Follow the engagement model prescribed by the bank for periodic interaction with the customers (includes client on boarding, relationship management etc.).Follow the bank's processes for verification of documents, retention of documents, processing of instructions, servicing of clients and resolution of complaints/queries.Drive service initiatives by assisting clients and relationship managers towards delivering seamless service fulfilment.Drive Bank's digitization strategy by actively preparing clients to be digitally equippedEnsure to follow laid down processes and controls of the bank and regulators.Foster team work and work toward optimization of team contribution.Qualifications:Previous relevant experience preferred2-3 years' banking experience ideally in client-servicingEffective verbal and written communicationInfluencing and relationship management skillsProven ability to creatively solve problemsGood communication and problem solving skillsSound knowledge and experience of Microsoft Applications.Education:Bachelor's/University degree or equivalent experience

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