Job Summary: The Customer Service Officer will provide a ‘remarkable’ client experience to Citibank UAE and Global Banking clients. The incumbent will be tasked with on- boarding and sourcing new client referrals from walk in, networking and utilizing campaigns targeted specifically towards affluent and HNWI. The incumbent will also identify and meet client needs through the provision of banking solutions and referrals to Relationship Mangers for Wealth Management and FX solutions. This role is multi-skilled and requires successful candidate to be flexible. This covers all touch points in the financial centre including but not limited to client on boarding, customer service , banking transactions. Work within the centre and with third parties (International Personal Bank, Credit Card department etc ) to on-board target market clients and ensure they received the appropriate advice, products and services in relation to their needs. Ensure a smooth and efficient hand over of clients once on-board to the relevant relationship manager. At on boarding stage need to embed ‘ teach digital’ with the client and educate clients to self-serve where appropriate via online , mobile app etc by demonstrating this to the client
Key Duties and Responsibilities:
Proactively generate new client acquisition through on boarding target market clients , utilizing Member Get Member program
Source new target market clients in line with business goals and objectives
Contribute effectively to team activities and be a backup for RM supports in the team.
Ensure smooth handover process from account opening to appropriate relationship manager / relationship officer
The Customer Service Officer will develop and demonstrate an in-depth knowledge and understanding of the process, banking and wealth management products and services in order to match our proposition to client needs
Demonstrate a passion for and deliver a ‘remarkable’ client experience at all times
Complete all customer transactions efficiently and accurately.
Promote the benefits of alternative methods of banking by actively assisting where applicable
Actively contribute to a positive NPS score
Achieve and maintain a high level of customer service at all times, whilst adhering to all policies and practices including the Data Protection Act and Treating Customers Fairly.
Risk and Controls
Adhere to internal and external policies and procedures.
Act in accordance with all regulatory , compliance and KYC policies ( both internal and external) and communicate to clients as appropriate
Manage client requests efficiently and professionally whilst adhering to llegal , regulatory and company policy, process and requirements
Teamwork and Power of One
Demonstrate Citi Standards and Power of One Behaviours
Act as One Team , One Bank
Assist and coach team members in order to achieve business goals and targets
Engage fully with team and line manager to ensure efficient , smooth running of banking hall whilst adhering to all procedures and delivering a Remarkable service
The Customer Service Officers will receive training, product and on boarding knowledge from branch based experience, on-line training modules and centrally organised workshops. Service Officer will gain exposure to UAE and Global clients and have the opportunity to liaise with different departments within Citibank. Service Officer role will give a platform to manage / develop career path towards Relationship Manager Support / Relationship Manger roles etc.
Qualifications, Skills and Experience:
The Customer Service Officer at Citi Bank must hold a Diploma.
One to two years’ experience
Basic knowledge of Wealth Management banking products
Proven services experience within a financial institution will be an advantage
Exceptional sales skills
Excellent interpersonal and communication skills
Strong time-management skills
Ability to source new business through own initiativ
Customer Service Officer Personal Competencies:
Works as a partner – works collaboratively across the business
Drives Value for Clients - enable economic value and positive social impact for clients , put client first by anticipating , understanding and exceeding their expectations and needs
Delivers Results – sets high standards and achieve performance objectives by creating a clear path towards ethical and sustainable results
Develops Our People – ownership of personal development
Champions Progress – champion a culture of high standards, embrace change and challenge status quo to support the vision and strategy
Lives Our Values – ensure systemically responsible outcomes while driving performance and balancing risks
Citi is a global bank whose mission is simple: "We responsibly provide financial services that enable growth and economic progress." Citi works tirelessly to provide consumers, corporations, governments and institutions with a broad range of financial services and products. We strive to create the best outcomes for our clients and customers with financial ingenuity that leads to solutions that are simple, creative and responsible