The Customer Service Representative 5 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities

Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards

Develop and maintain client portfolio through regular calls and face to face interaction, as needed

Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools

Inform customer about problems (system failures, market issues) and provide regular resolution updates

Escalate customer feedback, processing delays and errors appropriately

Maintain knowledge of new market and regulatory requirements affecting client portfolio/base

Ensure adherence to all departmental standards and maintain control environment

Fulfilling 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.

Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy,



applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

2-4 years of relevant experience

Experience in customer service and/or finance

Proficient in Microsoft Office

Proven critical thinking and crisis management skills used to problem solve and make decisions

Consistently provide attention to detail to ensure accuracy

Consistently demonstrate clear and concise written and verbal communication

Consistently deliver high-quality customer service with focus on building client relationship and achieving results

Education

High school diploma or equivalent

Job Family Group
Customer Service

Job Family
Institutional Customer Service

Time Type
Full time

Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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 Citi’s EEO Policy Statement and the Know Your Rights poster.

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