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Client Service Officer – Financial Institutions Job at Citibank Nigeria Limited

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

We are recruiting to fill the position below:

Job Title: Client Service Officer – Financial Institutions

Location: Lagos

Key Responsibilities

  • Direct interaction with the customers on the phone and e-mail for all day-to-day business
  • 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
  • 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
  • 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

 

How to Apply
Interested and qualified candidates should:
Click here to apply online

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