Job Overview

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

By Joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team/Role Overview

The Client Service Officer’s principal responsibility is to provide after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail.  The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales maintenance, which constitutes service quality that ensures continued patronage from the client.

Client Service Officers are required to:

Have direct day to day interaction with customers

Work with internal partners to obtain answers/solutions to client inquiries

Acts as the advocate and impetus for process improvements within Citi.

Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider

Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities

Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services

What you will do:

Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues

Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards

Conduct necessary analysis to address client needs

Communicate resolutions to clients

Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, its clients, and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

What we'll need from you:

1-3 years relevant experience

Consistently demonstrate clear and concise written and verbal communication in English, French and Arabic

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

Demonstrated ability to present concepts and influence / lead change

Proven investigative, analytical and risk management skills with ability to understand and interpret statistics and metrics

Self-motivated with high competency to follow through when facing obstacles

Demonstrated initiative and creativity in problem solving

Ability to organize own work and manage time

Ability to work independently within a team environment

Excellent technical skills (Excel, Word)

Flexible and adaptable approach to a constantly changing work environment.

Education:

Bachelor's degree /University degree (Minimum Second Upper Classification or Equivalent)

Competency in Arabic and French (Written and Spoken) is an added advantage