Client Service Officer - French & Arabic Speaking

Role Overview

You will be the daily voice and point of contact for Citibank clients, handling their questions and concerns after a product or service has been sold. Your focus is on keeping those relationships strong by resolving issues quickly, working with internal teams to get accurate answers, and spotting ways to make service smoother. In this role, you are not just reacting to problems—you are actively shaping how clients perceive the bank and helping to protect its reputation through careful, compliant handling of every interaction.

Key Responsibilities

• Act as the main contact for a defined group of clients, responding to inbound telephone calls and written requests in a way that meets the bank's service standards.
• Investigate and analyse client queries using available data and internal resources, then provide clear, practical resolutions within agreed timeframes.
• Coordinate with product specialists, operations teams, and other internal partners to get complete answers for complex client questions and ensure nothing falls through the cracks.
• Keep clients informed about the Citi products and services they use, offering guidance that helps them make the most of their banking relationship.
• Maintain up-to-date records of client interactions, track recurring issues, and use that information to suggest improvements to internal processes.
• Participate in root cause analysis when client problems arise, and help design solutions that reduce repeat contacts and improve overall service delivery.
• Highlight risks or compliance concerns you notice during daily work, escalating them appropriately and documenting issues with transparency.

Requirements & Qualifications

• 1-3 years of relevant client service, account management, or financial services experience.
• Fluency in English and French (written and spoken), with additional professional proficiency in Arabic.
• Strong analytical skills, including the ability to interpret statistics, metrics, and client data to identify trends and solutions.
• Proven ability to communicate clearly and persuasively, both in writing and in person, with diverse audiences.
• Comfort working independently while also collaborating effectively within a team environment.
• Excellent organisational and time-management skills, with a track record of meeting deadlines and managing multiple priorities.
• Demonstrated creative problem-solving and initiative, especially when faced with obstacles or unusual client needs.
• Solid working knowledge of Excel and Word, and the flexibility to adapt to changing systems and workflows.
• A bachelor's degree or university qualification, with at least Second Upper classification or equivalent.

What We Offer / Why Join

This is an opportunity to work inside a global financial institution where your daily efforts directly support responsible economic growth and long-term client trust. You will gain exposure to a wide range of banking products and build a network of colleagues across departments, all while developing skills in communication, risk awareness, and process improvement that are valuable for a long-term career in financial services.