Client Service Officer

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.
By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.
Team / Role Overview
The Client Service Officer’s principal responsibility is to provide after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail. The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales maintenance, which constitutes service quality that ensures continued patronage from the client.
Client Service Officers are required to:
Have direct day to day interaction with customers
Work with internal partners to obtain answers/solutions to client inquiries
Acts as the advocate and impetus for process improvements within Citi.
Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider
Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities
Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services
What you'll do
Serve as a point of contact for clients, interacting with key teams to identify and resolve client issues
Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
Conduct necessary analysis to address client needs
Communicate resolutions to clients
Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citibank, 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.
What we will need from you
1-3 years relevant experience
Consistently demonstrate clear and concise written and verbal communication in English
Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
Demonstrated ability to present concepts and influence / lead change
Proven investigative, analytical and risk management skills with ability to understand and interpret statistics and metrics
Self-motivated with high competency to follow through when facing obstacles
Demonstrated initiative and creativity in problem solving
Ability to organize own work and manage time
Ability to work independently within a team environment
Excellent technical skills (Excel, Word)
Flexible and adaptable approach to a constantly changing work environment.
Bachelor's degree /University degree (Minimum Second Upper Classification or Equivalent)
What we can offer you
By joining Citi Kenya, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well.
Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.
Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.
The role holder shall be required to discharge his/her responsibilities in accordance with Central Bank of Kenya’s Prudential Guidelines, code of conduct and other applicable laws and regulations (collectively, “Applicable Laws and Regulations”) together with Citi’s policies, standards, procedures, code of conduct, employee handbook (“Citi Policies”) or as may be amended from time to time. By submitting your application, you acknowledge that you have read and understood the Applicable Laws and Regulations (and in the case of Citi Policies, will read and understand these as and when it is made available to the role holder), and agree to undergo any additional screenings or assessments, including taking necessary steps and actions, if required by Citi.
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Job Family Group: Customer Service
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Job Family:Institutional Customer Service
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Time Type:Full time
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Most Relevant Skills Please see the requirements listed above.
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Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.