Senior Customer Service Officer

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about 1 month ago

Senior Customer Service Officer

We are currently recruiting Senior customer service officer to work with our client Citi Bank in Dublin. The role is Hybrid .This is a 6-month contract position.
The primary function of Senior customer service officer is to effectively support the Citi Bank Europe PLC(CEP)Legal Entity by providing:

  • Ensure customer queries are answered in the most efficient way possible
  • Work with CSO/Branches globally to obtain answers/solutions for clients' queries that are outside of Western Europe, based on their interaction with Citi's global footprint
  • Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner.
  • Support and strengthen customer needs in an efficient, effective, and professional manner and handle exceptional requests when required.
  • Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.

Key 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
  • Lead and participate in cross departmental initiatives
  • Be involved and understand Monetary Claim issues
  • Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required.
  • Drive client satisfaction for given portfolio - including regular proactive calls and visits where required.
  • Provide client with MIS/scorecards to enable them to understand their transactional and inquiry activity.
  • 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
  • Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
  • Service specific customer enquiries accurately and in a timely manner in line with departmental standards
  • Provide service and interact with colleagues in line with Citi values and policies.
  • Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.
  • Initiate Digitization projects to reduce queries through automation & selling self-service model. E.g.; Citi Payment Insights, SWIFT gpi, E-statements, Citi Knowledge Centre
  • Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer.
  • Request clients to participate in the Voice of Client surveys.


  • Experience in Customer Services and/or Finance
  • Experience of successfully building a trusted network of people who have assist them in achieving their goals
  • Experience working with a diverse range of cultures and being able to adapt to the localized methods of communication
  • Proven track record of managing client relationships and delivering high quality customer service
  • Knowledge of Citi systems & platforms advantageous (Citi FT, Flexcube, STaRS, LMS)
  • Experience in a fast-paced team environment, with being a senior member or SME in this team being an advantage.

Skills & Language Requirement

  • Fluency in English and an additional European language (French, Spanish, Portuguese, German or Italian) is advantageous.
  • Excellent communication skills: verbal and written (experience in business/financial environment)
  • Client focused - (Meet and exceed expectations)
  • Delivers quality results- Ability to influence stakeholders to achieve results
  • Accountable and self-reliant
  • Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics
  • Build relationships easily
  • Ability to plan and organize efficiently (prioritize)
  • Excellent problem-solving skills
  • Proven record of process improvement
  • Crisis Management skills
  • Has the required influencing and persuasion skills to assist colleagues
  • Must have proficient use of all Microsoft Applications (Word, Excel, Access, PowerPoint), with very strong computer/technical skills
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