Customer Service Representative in a hybrid setup supporting after sales and technical inquiries for retail solutions. Delivering high - quality service to international clients while optimizing service processes.
About the role
- Provide operations support services as an Officer at Citi. Resolve inquiries and supervise customer service issues in a dynamic banking environment in Chennai.
Responsibilities
- Provide operations support services including record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team.
- Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients.
- Identify opportunities to offer value added products and services while adhering to strict laws and regulation governing Telesales.
- Communicate daily with management on productivity, quality, availability, Management Information System (MIS) indicators, as well as providing written and oral communications to supported business areas for approval of correct financial entries and resolution of incorrect entries.
- Facilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as needed.
- Support expansive and diverse array of products and services.
- Assist with ongoing Lean and process improvement projects.
- Resolve complex problems based on best practice/precedence, escalating as needed.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets.
Requirements
- At least 2 years prior experience in banking operations
- Preferably with knowledge in macro or SQL (due to automation of process)
- Proficient in Microsoft Office
- Comprehensive knowledge of Dispute process
- Ability to work unsupervised and apply problem solve capabilities
- Ability to work occasional weekends to support Pega releases and COB testing
- Working knowledge of Pega and/or G36 functionality, Continuity of Business (CoB) testing, and creating and resolving Trust Receipts (TR’s)
- Demonstrated analytical skills and mathematical knowledge
- Consistently demonstrates clear and concise written and verbal communication skills.
Benefits
- Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more.
- Expanded Paid Parental Leave Policy.
- Access to an array of learning and development resources.
- Generous paid time off packages.
- Resources and tools to volunteer in the communities in which they live and work.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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