Provide support for daily operations within Citiservice Unit. Manage all aspects of the enquiries and investigations received from customers.
Main job responsabilities:
• Ongoing operational support following successful implementation of the client's required solution.
• Daily communicate with bank's clients for operational matters and internally with involved departments, to solve customers’ queries and investigations.
• Prepare customers’ reference letters, audit reports, social capital confirmation letters, account opening confirmation letters.
• Perform MIFT/MPP call back and record them as established by related procedures.
• Daily Level 1 service support regarding usage of Electronic means of communication (CitiDirect , CitiDirect BE, CitiConnect) and related inquiries and investigations.
• Track clients’ interactions.
• Prepare customer activity/errors/complaints reports.
• Proactive approach through communication with our clients to understand their individual needs and deliver tailor made services and solutions, customers’ training and advisory.
• Focus on working to understand each client's operating environment through a combination of visits and other contact, such as regular service reviews and analysis;
• Drive efficiencies in both internal and client operational processes to as part of an ongoing cycle of service improvements.