Client Service Officer at Citibank Nigeria Limited

Citibank Nigeria Limited Recruitment 2020 for Client Service Officer. Citi’s global connectivity is highly valued by its clients in Nigeria, including Nigerian customers looking to expand their businesses beyond the shores of the country. Citi builds enduring relationships with our clients by providing them with a broad suite of strategic advisory and financing products.

Over the years, Citi’s clients have been able to conform to the highest global standards and as a result have been able to raise capital by tapping into international capital markets. As Nigeria’s economy rebounds, Nigerian entities’ appetite for innovative financing will increase.

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.

How to Apply
Interested and qualified candidates should:
Click here to apply online