Client Service Officer - Financial Institutions at Citibank Nigeria Limited

Citibank Nigeria Limited, the leading global financial services company, provides consumers, corporations, governments and institutions with a broad range of financial products and services.

We are recruiting to fill the position below:

Job Title: Client Service Officer - Financial Institutions

Location: Lagos

Key Responsibilities

• Direct interaction with the customers on the phone and e-mail for all day-to-day business
• Liaise with Operations and Product Units to research and resolve customer issues
• Timely provision of detailed account and transaction information to customers through various media, viz. e-mail, phone, fax, statements, advices, etc.
• Actively and periodically solicit customer feedback with a view to address service issue and increase customer satisfaction and loyalty
• Participate in customer feedback survey
• Provide input to Seniors for service calls to customers to discuss service and operational issues
• Participate in root cause analysis of internal errors and transfer of best practices for process improvement
• Proactively inform customers of issues/errors made by Citibank on their accounts and corrective action taken
• Communicate proactively with customers by informing them of regulatory changes and other internal changes, which affect the operation of their account
• Identify customer automation opportunities e.g. Citidirect, etc
• Train staff and customers in products and necessary skills required to carry out their functions efficiently.

Knowledge

• 7-8 years of relevant experience
• Experience in customer service and payments and receivables processes is required
• Computer proficiency
• First degree in Social Science, Numerate Discipline /Computer Studies   
• MBA or Post Graduate diploma in Business management /Finance/Banking/Commerce will be an added advantage

Skills:

• Consistently demonstrate clear and concise written and verbal communication
• Proven investigative and analytical skills
• Demonstrated ability to present concepts and influence change
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
• Proven ability to work under limited supervision within a team environment

Core Competencies:

• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

Business Relationships:
Internal:

• Daily contact with Relationship and Product Managers to resolve customer issues
• Daily contact with Operations to facilitate and solve customer problems
• Daily contact with Customer Service Unit to discuss service concerns, initiatives and overdue investigations

External:

• Daily contact with customers to receive inquiries, investigations, requests and to provide transaction information
• Weekly contact with customers to obtain feedback on service delivery and review outstanding issues
• Monthly visits to customer to discuss operational and general service issues; benchmark services, pricing or processes

Application Closing Date
Not Specified.