Description:

Business Overview
Cash Client Services in North America is comprised of two main locations, the Delaware Service Center (DSC) and the New York Service Center (NYSC). The DSC supports all cash products for the North American Corporate customers. Cash products include (but are not limited to) the following: Wire transfers, Worldlink, Check clearing, Check Collections, Disbursements, Lockbox, and ACH.

Role DescriptionProvide exemplary customer service support as the primary contact for North American cash management clients:
Primary contact for North American clients that ensures high quality of service and customer satisfaction.
Act as the liaison between clients and the Bank's Operations for problem identification and resolution
Maintain client satisfaction by responding to problems quickly through automated means-investigation system (Inquiry) and by utilization of Client Service Desktop
Influence the process of ensuring standard GTS transactions are executed in a timely and accurate manner
Serve as the day-to-day operational focal point contact for clients
Fully understand and implement Citigroup's values: Responsibility to our clients, to each other and to our franchise
Proactively identify problems that may arise for client's accounts and interface with Operations and Technology to propose solutions
Provide back-up coverage for team members and assist team members during high volume periods
May participate with senior teammates on client calls for increased knowledge and competency
Work independently and efficiently to achieve high level of productivity while reducing costs

Specifications / Qualifications:

Responsibilities Liaison between clients and Operations for problem identification and resolution
Provide back-up coverage for team members and assist team members during high volume periods
Receive instructions from management on escalated issues to ensure best business practices
Take initiative to cross-train oneself within the department
Ensure attendance at mandatory training courses
May participate with senior teammates on client calls for increased knowledge and competency
Process of standard transactions and use of discretion in dealing with clients to ensure quality service standards are delivered effectively
Maintain client satisfaction by responding to problems quickly through automated means-investigation system (Inquiry) and by utilization of Client Service Desktop
Work independently and efficiently to achieve high level of productivity while reducing costs
Interface with Operations and Technology to drive the improvements, which will lower costs
Migrate clients from fax to electronic usage for daily transactions/reporting

QualificationsBachelors degree or equivalent work experience
3+ years of business related experience preferred
Basic navigation skills within the product proprietary systems that support the business
Computer Skills: Microsoft Access, Excel, Outlook and Word
Demonstrated interpersonal and listening skills for problem identification and resolution
Client Service experience


Shift -
1st shift position
Shifts may vary between the following timeframes:8:00 am - 5:00 pm
10:00 am - 7:00 pm
11:00 am - 8:00 pm

Profile:

Job Function Operations
Location New Castle, DE, US


Employee Status - Full-time

Education Level - Bachelor's Degree
Shift Day Job

Employee Type - Regular

Exempt Status - Exempt

Travel - No