Back to search.Citi - Italian Client Service Representative
| Employment Type: | Permanent |
| Location: | Dublin - Dublin Region, Ireland, Dublin North Wall Quay |
| Salary: | Excellent |
| Languages: | Italian |
Job Purpose:
Ensure customer queries are answered in the most efficient way possible.
Ensure incoming enquiries into the Dublin Service Centre 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 Funds Transfers by conducting necessary analyses 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.
Job Background/context:
(Where the position sits within the department/organization)
Citiฎ Global Transaction Services is a leading provider of cash management, trade, securities and fund services to financial institutions and corporate clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.
Global Transaction Services (GTS) offers a broad range of cash management, treasury, trade, custody, clearing, fund administration, securities financing, depositary receipt, and agency and trust services. Our global platform is unique in the industry for its reach, interoperability and flexibility. It provides clients with timely, accurate information and dynamic, web-based tools to effectively manage their securities portfolios, financial positions, working capital and supply chain around the world. Combined with a worldwide network of dedicated and experienced transaction services professionals, Global Transaction Services is well suited to serve clients anywhere they do business.
The Cash Customer Service Department, a unit within Global Transaction Services, is the first point of contact for day-to-day enquiries for clients who hold bank accounts with Citi branches across EMEA. The Customer Service department receive new enquiries via phone or e-mail relating to general queries on accounts (statements, balances, interest conditions etc), missing payments, status updates on pending investigations, urgent payment monitoring etc. Customer Service works closely with other departments (processing & investigation units) to resolve issues for clients on a timely basis and to ensure that clients receive updates on their queries.
Key Responsibilities:
Receive investigation/enquiry cases from customers, solve directly (quick-kills) or pass on to the investigations unit, keep customer informed of status and follow up on enquiries. Log all calls received in Pega Reach.
Acknowledge, investigate and resolve all enquiries received from customers in a timely and professional manner.
Inform customer of incoming funds and account balances where applicable.
Co-ordinate and control special cash transactions where applicable
Develop and maintain excellent customer contacts, supported by customer visits and calls if appropriate.
Ensure that all resolutions and/or recommendations are effectively communicated to the customer.
Communicate with third party banks and Citi Branches in order to resolve investigations that are common to both parties.
Proactively inform customer about problems(system failures, market issues)
Timely follow up on customer complaints
Regular proactive review of customers payments and investigations ratios.
Provide information on queries relating to interest and billing on customer accounts.
Effectively liaise with other Customer Service teams and departments
Skills:
Team player
Adaptability
Planning and Organising
Analytical/Reasoning
Communication/Interpersonal Skills
Managing Client Relations Not fully necessary but would be advantageous
Self Motivated/Results Orientated
Project Management - Not fully necessary but would be advantageous
Leadership/Staff Management - Not fully necessary but would be advantageous
Ensure customer queries are answered in the most efficient way possible.
Ensure incoming enquiries into the Dublin Service Centre 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 Funds Transfers by conducting necessary analyses 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.
Job Background/context:
(Where the position sits within the department/organization)
Citiฎ Global Transaction Services is a leading provider of cash management, trade, securities and fund services to financial institutions and corporate clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.
Global Transaction Services (GTS) offers a broad range of cash management, treasury, trade, custody, clearing, fund administration, securities financing, depositary receipt, and agency and trust services. Our global platform is unique in the industry for its reach, interoperability and flexibility. It provides clients with timely, accurate information and dynamic, web-based tools to effectively manage their securities portfolios, financial positions, working capital and supply chain around the world. Combined with a worldwide network of dedicated and experienced transaction services professionals, Global Transaction Services is well suited to serve clients anywhere they do business.
The Cash Customer Service Department, a unit within Global Transaction Services, is the first point of contact for day-to-day enquiries for clients who hold bank accounts with Citi branches across EMEA. The Customer Service department receive new enquiries via phone or e-mail relating to general queries on accounts (statements, balances, interest conditions etc), missing payments, status updates on pending investigations, urgent payment monitoring etc. Customer Service works closely with other departments (processing & investigation units) to resolve issues for clients on a timely basis and to ensure that clients receive updates on their queries.
Key Responsibilities:
Receive investigation/enquiry cases from customers, solve directly (quick-kills) or pass on to the investigations unit, keep customer informed of status and follow up on enquiries. Log all calls received in Pega Reach.
Acknowledge, investigate and resolve all enquiries received from customers in a timely and professional manner.
Inform customer of incoming funds and account balances where applicable.
Co-ordinate and control special cash transactions where applicable
Develop and maintain excellent customer contacts, supported by customer visits and calls if appropriate.
Ensure that all resolutions and/or recommendations are effectively communicated to the customer.
Communicate with third party banks and Citi Branches in order to resolve investigations that are common to both parties.
Proactively inform customer about problems(system failures, market issues)
Timely follow up on customer complaints
Regular proactive review of customers payments and investigations ratios.
Provide information on queries relating to interest and billing on customer accounts.
Effectively liaise with other Customer Service teams and departments
Skills:
Team player
Adaptability
Planning and Organising
Analytical/Reasoning
Communication/Interpersonal Skills
Managing Client Relations Not fully necessary but would be advantageous
Self Motivated/Results Orientated
Project Management - Not fully necessary but would be advantageous
Leadership/Staff Management - Not fully necessary but would be advantageous
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