Intermediate Customer Services Analyst
Citigroup Inc
Mumbai, MH
10d ago

Description

  • Handling of all queries through extensive backend investigation and front end client coordination.
  • To resolve all assigned queries within pre-defined turnaround times to attain customer satisfaction.
  • Cross communication with various overseas Banks, supplier units, Operations, Sales, Relationship & Product.
  • Educating clients for more usage of CitiDirect and Interactive Voice Response (IVR).
  • Plan and execute customer visits to ensure customer satisfaction and retaining client interest.
  • Timely reporting of metrics and queue updation for unit level reporting.
  • To ensure customer deliverables within turnaround time and to ensure customer empathy, education, proactiveness and high standards of quality and service par excellence towards customers as per Industry standards.
  • Ability to handle Key Corporates as the client span is for FMCG, IT, Pharma, FI Banks, MFs, Insurance, Broker Dealer etc.
  • Facilitate Live Cash Transactions for clients
  • Act as escalation point for account maintenances across products
  • Conduct Quality Evaluations and provide feedback to the CSO’s
  • Analysis of queries received and streamlining the query management procedure to reduce inquiries via automation, solutioning and reduction of manual intervention
  • Qualifications

  • Possess the strong Analytical & Presentation Skills
  • Minimum of 6-8 years of work experience
  • Knowledge of cash management and trade services products in a corporate environment.
  • Product, sales and business management experience
  • Ability to work with broad group of stakeholders including operations, technology, service and sales.
  • Customer service oriented person with excellent communication skills.
  • People with relevant Banking / Finance / Client Service or strong Operations experience.
  • Accounting background with good aptitude.
  • Proficient in excel and basic knowledge of word, power point and Microsoft outlook
  • Travel

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