Customer Service Senior Analyst - Client Account Specialist (AVP)
Citi
Mumbai, India
3d ago

The main responsibility of the Client Account Specialist is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team.

This includes driving client satisfaction, programme growth and acting as a point of escalation for Customer Services. The Client Account Specialist provides a single window’ into Citi for the Program Administrators and senior client representatives / decision makers who are responsible for leading Card programmes within our clients.

Key Responsibilities

  • Following implementation, this person will manage the client transition from implementation into BAU
  • Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures
  • Undertake regular Service Reviews with clients, identifying opportunities for improvement and owning the resolution of any resulting issues
  • Identify trends and carry-out frequent analysis to ensure smooth operation of the program
  • Practice continuous process improvement across Operations and with our clients to reduce errors, bottlenecks and ultimately costs
  • Identify areas to cross-sell / up-sell further products and solutions to existing clients and work with internal stakeholders to develop leads.
  • To own and manage distinct projects and initiatives to drive consistently high level of customer satisfaction
  • Development Value

  • Planning and execution skills relating to customer portfolios
  • Client relationship management skills
  • Experience of a fast growing Corporate Card business.
  • Exposure to Product Management and Front Office business
  • Knowledge / Experience

  • Managing and developing client relationships
  • Solid Customer Service background
  • Knowledge of credit and debit card markets, products and processes
  • Cash Management skills would be an advantage
  • Skills

  • Problem solving including technical issues
  • Conflict resolution
  • Effectively prioritize time and manage work to deadlines
  • Presentation and customer negotiation
  • Take ownership of issues and liaise with the client and various internal Citi units to achieve excellent customer experience
  • Good level of comfort with MS Office
  • Competencies

  • Ability to work in a pressured environment and multi-tasking is essential
  • Must be proactive and prepared to investigate issues by taking own initiative with the minimum of information
  • Excellent communication skills and ability to communicate at all levels
  • Self-motivated and demonstrate high level of initiative
  • Display a high level of attention to detail
  • Team player
  • Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - IN

    Time Type :

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