Вакансія Client Experience Representative

Job Purpose:

To provide customer support for all day-to-day customer account activities, providing a seamless interface to all the bank operations/marketing groups which is transparent to the customers.

To be able to manage different types of customers for multiple Relationship Managers on a team, along with complex customer requests and high transaction volumes.

Key Responsibilities:

• To provide daily support for all products used by Citibank Ukraine customers.

• To maintain proficiency of all the bank’s products and enhancements.

• To complete accurately within deadlines of all queries from internal and external customers.

• Be professional in working with customers able to meet their needs and expectations. Observe standards of customer service and business ethics.

• Investigation, analysis and resolution of customer operational issues, work with other units to fix service issues.

• Ensure timely communication to customers of any amendments to the existing regulations and/or the internal bank procedures, if effecting the account activity of such customers.

• Identify “bottlenecks” in the internal processes impacting quality of customer service; be driving force for quality improvements.

• To provide customers with forms and information on the required Citibank’s and local regulations.

• To be fully aware and comply with applicable local NBU, state regulation and Citibank requirements and policies to ensure professional customer service.

• To act as liaison primarily between RMs and Operations department, as well as all the other appropriate departments, to improve service quality and overall bank’s profitability.

• To predict possible customer issues and timely notify RMs about it.

• Track each customer inquiry (both incoming and outgoing, both on-line and off-line) in STaRS according to the established procedure.

• To ensure effective teamwork of the Team. Provide support and be effective back up for other members of the Team.

• To handle workflow projects for Client Experience processes improvement.

• Be skillful working with Citi applications used by Client Experience.

Key requirements:

Knowledge/Experience:

• Minimum 4 years of experience in banking, customer service experience is a plus.

• Fluent English, Ukrainian, Russian.

• Basic knowledge of banking products.

Qualifications:

• Educational background in Economics, Marketing, Banking.

• Knowledge of local regulation.

Skills:

• Strong communication skills.

• Working under pressure.

• Multiple tasks processing.

• Responsible.

• Advanced PC user.

Competencies:

• Verbal and writing communication skills.

• Good time management ability.

• Positive and self-motivated.