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This position will be responsible for managing the Treasury & Trade Solutions service relationships for our Global Top Tier clients; including coordinating the delivery of consistently superior end-to-end service across regions and functions, compiling and analyzing service metrics to identify process improvements and leading regular service reviews to ensure client satisfaction.
Managing overall client experience across the Citi network for our clients
Serves as client's advocate for process optimization:
Analyzes client's activities and engages client/bank partners to proactively identify and implement opportunities to enhance the overall Client Experience
Leads regular calls and periodic service reviews, ensuring execution of action plans to address service issues
Monitors adherence to SLAs
Drives inquiry reduction and automation through process re-engineering and self-service capabilities
Partners with CE Transformation team for client projects
LEAN approach to consultation of operational efficiencies for our clients STP optimization
Reviews and understands VoC surveys, creates action plans
Initiates client training via Technical Advisory with EBS
Responsible for timely coordination of servicing needs and escalation managementof relationship-impacting issues and any change communication
Administers C@R issues and service related action plans
Support RFP presentation
Promote Self-Service tools to our clients and drive query reduction Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client's advocate, anticipating client needs, and developing client confidence in Citi's products and processes
Education:Bachelor's degree or equivalent with 5 years relevant experience in customer service
Strong interpersonal skills and works well with others
Excellent knowledge of bank's processes/procedures/contacts and strong learning ability
Excellent customer service orientation and commitment to service excellence
Excellent quality management orientation and possesses strong process improvement orientation
Strong time management and organizational skills
Maintains a high level of professionalism and credibility in dealing with customers
Displays strong results orientation
Strong analytical and problem-solving skills
Demonstrates in-depth knowledge and a high degree of expertise in a wide range of products across all product categories
Excellent influencing skills
Ability to proactively offer solutions to clients
Able to interact confidently with people at all levels of the management
Mature, professional and objective when dealing with others.
Fluent in Cantonese, English and Mandarin is a MUST
Job Family Group: Customer Service Job Family: Institutional Client Management Time Type: Full time 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 . View the " EEO is the Law " poster. View the EEO is the Law Supplement . View the EEO Policy Statement . View the Pay Transparency Posting