The Service Associate position is an entry-level position responsible for executing 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 ongoing customer support.
Responsibilities: Conduct client verifications, account related inquiries, processing transactions and cross sell an expansive set of products and services to existing and new clients.Resolve inquiries and manage client issues based on empowerment grid including but not limited to: waiver of late charges, interest charges, annual fees and write-offs, banking fees, charges for all cards and ready credit products to prescribed limit.Make recommendations for temporary line increases, as necessary.Develop and maintain detailed knowledge of an expansive set of products and service offerings.Escalate potential fraud cases to the Fraud department and sign on behalf of the bank, if needed.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: 2-5 years of relevant experience.Basic level experience in a related role (combination of education/experience).Effective written and verbal communication skills.Influencing and relationship management skills.Proven ability to creatively solve problems. Education: Bachelor's/University degree or equivalent experience.
This job description provides a high-level review of the types of work performed.
Other job-related duties may be assigned as required.
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Job Family Group: Customer Service
Job Family: Service
Time Type: Full time
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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.
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