Customer Solutions Officer

The Service Analyst 1 in CBPS is an entry-level position servicing off-shore clients of Citi . The overall objective of this role is to provide world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience. Additionally, the role handles customer service-related concerns of Citi clients that may involve general service inquiries, billing and disputes, credit, collections, retentions, mortgage, fraud, telesales, rewards inquiries and fulfillment.
Responsibilities:
Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
Ensure accuracy of research and compliance advice provided to members of sales force team
Develop information regarding required changes in reports and procedures
Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
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:
International BPO voice experience is preferred.
Must be at least a High School Graduate/Senior Highschool Graduate with a minimum of 6 months BPO international voice experience.
Fresh graduates with Bachelors degree are welcome to apply.
Conversant in English and comfortable speaking with other nationalities
Amenable working on shifting schedule, holidays & weekends (fixed 5-day work week)
Amenable to working in Bonifacio Global City, Taguig
Applicants should be eligible to legally work in the Philippines
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.
BENEFITS OF WORKING IN CITI:
We offer a competitive salary package of 30-40K and other great benefits including:
HMO Health Insurance from day 1 for you and your unlimited qualified dependents
Life Insurance from day 1
Retirement Plan
Transportation Allowance
Rice Allowance
Medical and Dental Allowance
Shift Differential
Tuition Fee Reimbursement
Bereavement Assistance
Total of 35 leaves credits in a year
CAREER GROWTH:
Be part of our fast-growing teams of Customer Solutions Officers
Internal movement career opportunities within Citi
CBPS may assign candidates to different businesses based on candidate profiles, available openings & business needs.
*By applying to this job posting, I hereby authorize Citi, its authorized third parties, and its/their officers, directors, employees, agents, and third-party service providers, to hold, use and otherwise process my data in connection with my job application.
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Job Family Group: Customer Service
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Job Family: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.