Publicat 04 Oct 2019 | Reactualizat 01 Nov 2019 | Expiră 04 Nov 2019

CCB Customer Service Representative

1 post |  Aplicare externa
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Candidatul ideal

Knowledge/Experience:
• Experience in Customer Service
• Must have proficient use of all Microsoft
Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills
• Experience in a fast paced team environment whilst being a senior member or SME in the team
• Proven track record of excellent client management
• Strong ability to coach and train clients in banking products and services

Skills:
• Commercial/Corporate Banking skills
• Strong organizational skills are a must
• Ability to multi-task and prioritize
• Language skills: English & Romanian
• Excellent communication skills : verbal and written (experience in business/financial environment)


• Provide training to the team in specific topics and coaching and training to new team members
• Active participation in local and regional strategic initiatives supporting Customer Service Head and team is the successful role out
• Handling welcome calls with new clients to the bank and assisting them with the transition to BAU
• Documentation related tasks (SV problems)
• Account maintenance/closing related activities
• Manage 3rd party requests arriving on different channels in a timely and professional manner
• Complete evaluation of complaints, solution and substantive reply to the client
• Keep RMs informed on customer issues, status, activity, and information feedback.
• Proactively analyze client data for trend analysis i.e. reoccurring inquiries, CD usage and work with them to propose solutions, guidance and training to improve client experienc

Descrierea jobului

Job Purpose:
Customer Service Representatives are required to:
• Ensure customer queries are answered in the most efficient way possible.
• Work with internal departments to obtain answers/solutions for clients’ queries that are within EMEA.
• Ensure incoming enquiries are dealt with in an efficient and effective manner.
• Support and strengthen customer needs in an efficient, effective and professional manner and handle exceptional requests when required.
• Review and resolve problems relating to CCB products and processes by conducting necessary analysis and communicating resolution to the customer.
• Service specific customer enquiries accurately and in a timely manner in line with departmental standards
• Provide service and interact with colleagues in line with Citi values and policies.
• Participate and Lead in department projects and initiatives
• Proactively aim to reduce query volume and promote self-service

Job Background/context:
The Customer Service Representative (CSR) are our clients’ first point of contact for all their cash transactional and technical queries on their accounts held with Citi Commercial Bank Romania and in exceptional cases accounts held outside Romania.

The Customer Service Representative will be required to manage a designated portfolio of our CCB clients covering SME & MME clients including Platinum and top tier. They ensure that incoming enquiries are dealt with in an efficient and effective manner.
The successful candidate for this role will be a highly motivated, enthusiastic, proactive individual who is able to 'think outside of the box' and has a passion for delivering client satisfaction.
The individual must also display a capability to project manage in order to deliver on any ad hoc project initiatives and service improvements

Key Responsibilities:
• Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
• Single point of contact for all day to day inquiries for our clients
• Lead and participate in cross departmental initiatives & projects
• Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments, with escalation where required
• Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
• Provide RM/client with MIS/SIA’s to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity & usage of CD as well as self-service tools where applicable
• Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
• Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
• Escalate customer feedback, processing delays and errors appropriately
• Co-ordinate and control special transactions (urgent and/or high value transactions/tax payments etc.) where applicable
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times

Key Responsibilities:
• Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
• Single point of contact for all day to day inquiries for our clients
• Lead and participate in cross departmental initiatives & projects
• Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments, with escalation where required
• Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
• Provide RM/client with MIS/SIA’s to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity & usage of CD as well as self-service tools where applicable
• Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
• Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
• Escalate customer feedback, processing delays and errors appropriately
• Co-ordinate and control special transactions (urgent and/or high value transactions/tax payments etc.) where applicable
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times

Descrierea companiei

Citi is more than a global financial services company. It’s an engine for progress. Join us, and you’ll have the chance to get involved in progress in all its shapes and forms, right across the world. From the micro to the macro, from Australia to Zambia, the work we do has real positive impact. Wherever you are and whatever you do, progress starts here.

We’ve built a world famous, trusted brand over 200 years of continuously evolving financial services. And today, our influence continues to grow: with financial operations in 160 countries and 100 currencies. We have 200 million different clients, including some of the biggest names in the industries, sectors, businesses and governments that we serve every day. It all adds up to an exciting place to be for talented, ambitious people who want to build a truly remarkable career.

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CCB Customer Service Representative  -  CITI Group

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