Job Description :
Function background / context :
Reports to CS&EBS Manager
Job Purpose :
Provide personalized post-sales support to corporate customers for all relevant banking products / services.
Manage multiple moderately complex or complex customers.
Timely and accurate information delivery to external as well as internal customers. Key Responsibilities :
Perform responsibilities of Client Service Officer on assigned customers. In timely manner respond to customers' inquiries / investigations, cooperation with other depts. in case of need.
Provide customers with assistance on products, services and documentation requirements.
Keep customers informed on status of investigations. Where warranted, inform RM on customer issues, activity, provide feedback.
Collect charges for extra service provided by CSO.
Maintain familiarity with customers’ credit files. Review customer activity for cross-sell opportunities.
Follow and adhere to all relevant Citi policies and procedures.
Ensure high quality of data prepared for clients.
Perform all MIFT call backs. Arrange customers' trainings to prevent errors. Perform authoriser's duties.
Participate in customer feedback survey (VoC). Monitor customers' complaints.
Log into phone set with discipline. Log all enquiries / investigations into monitoring STARS system. On regular basis analyze with supervisor the data from STARS and propose improvements / recommendations for action.
Support supervisor with reporting duties. Participates in assigned projects in order to increase the efficiency of everyday workload.
Qualifications and Competencies :
University degree / or secondary school with relevant experience
Minimum of 2 years experience in customer service or banking
CZ / SK language at full professional level
Ability to pay attention to details and work under pressure
High level of customer service orientation, creativity, initiative and flexibility
Good team building skills, interpersonal and communication skills
Good knowledge of cash management domestic, X-border, VISA related agenda; basic knowledge of loan products, FX and trade products
Excellent knowledge of MPP, MIFT, anti-money laundering and core credit policies
Strong IT skills - PC OS Windows, MS office knowledge mainly Word, Excel.
The role is a Controlled function’ CF as defined by the Central Bank Reform Act 2010 and European Central Bank (Single Supervisory Mechanism) Regulations 2014 (and related regulations and guidance).
Candidates applying for this role must be aware that it is a Certified Role, subject to the Certification Regime. The Certification Regime is one element of the Individual Accountability Regime which has come into effect on 7 March 2016.
Under the Certification Regime, certain Citi entities must ensure that employees working in certain roles categorised as specified significant harm functions (Certified Roles) are assessed as fit and proper to carry out their role.
Under the guidance provided by the FCA and PRA, firms should have regard to the following when assessing fitness and propriety :
Honesty, integrity and reputation
Competence and capabilityIn order to comply with the requirements of the Certification Regime, certain Citi entities must take reasonable care to ensure that an employee does not perform a Certified Role without first being certified as Fit and Proper.
For this reason, you will be assessed for this role against the Fit and Proper requirements, as described above. This assessment will be carried out through extensive interviews, self-
disclosures, permitted criminal record checks, reference checks, credit checks and other background checks. If hired for this role, you will also be required to complete an annual declaration regarding your Fitness and Propriety.
By submitting your application, you acknowledge that you have read the information above and that you are applying for a Certified Role.
You also agree to Citi carrying out any additional screening required, including permitted criminal record checks, reference checks, credit checks and any other background checks.
High School Diploma / GED