Job description

The Customer Service Analyst is a position responsible for executing day to day customer service activities, while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support.

Responsibilities:

• Responsible for day to day customer support in terms of monitoring bank wide customer requests and concerns, providing a comprehensive framework of findings, areas of improvements and ensure closure by confirming corrective actions taken by the respective channels.
• Timely and proactive delivery of resolution to customer queries. Perform call backs for additional information, resolution communication essential for success.
• Identify problem areas and refer to supervisor to immediate provide solutions to customers.
• To maintain high service levels to meet customer expectations keeping in mind the prevailing competitive environment.
• To stay informed of the latest developments in policies, products, processes and services offered by the bank and ensure effective application in dealing with day to day deliverables.
• To monitor the adherence of policies and procedures
• To escalate unresolved problems to higher management to ensure resolution
• Other duties as directed by manager.
• Develop and apply thorough knowledge of practices and procedures to accomplish team goals
• Assist immediate manager with team motivation and performance monitoring
• Mentor associates to improve individual performance
• Consistently achieve individual and team performance targets under little to no direct supervision
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, 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.

Qualifications:

• UAE National’s encouraged to apply.
• Experience in Customer service roles (Minimum of 2-4 years)
• Background in Financial industry preferred.
• Experience in handling customer complaints, client focused approach and effective handling of difficult conversations /customers
• Bilingual : Ability to Speak and Write English and Arabic
• Excellent verbal and written communication.
• Positive/extrovert/excellent interpersonal skills
• Knowledge of banking products services and processes.
• Extensive knowledge of Microsoft Office and Computer Skills

Education:

• Bachelor degree or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Competencies:

• Customer orientation
• Analytical thinking, detail orientation
• Initiative and commitment to achieve
• Influence and negotiation
• Diligent in meeting deadlines
• Commitment to quality and attention to detail

Work Timings:

Monday to Friday, 9am to 6pm

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Job Family Group:
Customer Service

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Job Family:
Service

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Time Type:
Full time

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (“Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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