2463 Customer success or customer support Jobs

Client services Officer represent the first point of contact for clients needing assistance with businesses' products and its associated services. Identifies inconsistencies in data or results, defines business issues and formulates procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices.  Duties also includes fostering positive client relations, managing inquiries, and promptly directing clients’ complaints to relevant departments and works on providing solutions within stimulated and agreed timeframe. Timely review of Clients feedback and engage in improving the service relations by providing high level of quality services.

Responsibilities:

• Deliver Custody Services to internal clients and external institutional clients for settlement transactions.
• Supports a range of products/ services and projects in accordance with established systems and procedures, under general supervision.
• Manage and execute client transactions with respect to business, credit, and investment products. Ensure transactions are completed within audit and compliance standards as well as timely majorly revisions of communications, notifications and facilitating processing of transactions.
• Take ownership of client and collaborate with operational and middle office teams to ensure effective resolution.
• Applies analytical thinking and knowledge of data analysis tools and methodologies to identify process improvements and support the implementation of projects.
• Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
• Proactively arrange and participate in client calls and perform service quality check-in calls to clients.
• Identify and document new business opportunities for referral to product specialist.
• Perform responsibilities through proficient use Citi applications. Participate in service-related process improvements.
• Applies a good knowledge of a wide range of specialized administrative/technical skills to monitor, analyze and/or evaluate processes and data; most of the impact is related to the accuracy of tasks performed, and the quality and timeliness of tasks that affect own team and closely related teams.
• Appropriately assess risk when business decisions are made, demonstrating 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 3-5 years of relevant experience. Preferably in US market, in Client Services role in Custody Settlements area.
• Well versed with Custody processes.
• Good understanding of Reconciliations. Cash and Stock Reconciliations.
• Swift notifications knowledge – MT54X’s
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to multi-task with strong organizational and time management skills per the needs of team and clients
• Ability to problem solve and analyse data with demonstration of attention to detail.
• Strong verbal and written communication skills
• Client facing experience; strong background and interest in the fields of operations and compliance; previous experience & knowledge of investments, banking, and custody products.

Education:

• Bachelor's/University degree or equivalent experience

NAM hours coverage : 5:30pm onwards

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Job Family Group:

Operations - Transaction Services

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Job Family:

Securities and Derivatives Processing

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Time Type:

Full time

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