officer - client service executive resolver (cbna - Operations and technology)Citigroup

Description
The Country Client Liaison Officer handles all Bank, Card, Loan, Insurance and Investment Complaints coursed through Regulators like the BSP/DTI, all complaints coursed through CCO and CBM, and all complaints coursed through Media/Corporate Affairs.
Qualifications
Has high level / excellent grasp of Bank, Card, Loan, Insurance and Investment products
Can provide a thorough analysis of cases that will allow recommendation of suitable solutions
Can handle complex inquiries and complaints that may require account reconstruction, interest computation, investigation/ coordination with back-office for non-current information, review of source documents/ bank media, etc.
Recommends fixes to address service issues such as automation / screen enhancements & other process streamlining
To help reduce the number of problem incidences and increase problem resolution satisfaction by pro-actively enhancing/streamlining various Bank and Cards processes, services and products while working closely with the Client Service Head and/or other units
To contribute to the Unit's cost initiatives by implementing and ensuring that proper controls are in place without sacrificing service
To be able to achieve a Satisfactory rating in the annual peer review and ensure that all comments and SA findings are quickly addressed
To ensure that queries are properly inputted in ESMS, and MIS is accurately updated, thereby, resulting to better MIS ensuring timely management decisions
Must potentially be able to meet consistent Productivity Goals
Has strong customer service orientation
To be able to consistently respond to customer queries in a timely and effective manner
Has acquired the skills and confidence to provide solutions and responses to customer queries quickly with minimum consultation with supervisor
Can anticipate problems of customers and has the ability to exercise good judgment in the application of knowledge to solution of difficult tasks
Can establish rapport with High Net worth Individuals
To be consistently certified as a Universalist of Bank/Cards products, and have thorough product knowledge. Decisions are made quickly because of depth of knowledge and experience and exposure on products & services
Job Family Group: Customer Service
Job Family: Institutional Customer Service
Time Type: Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 .
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Citigroup

Quezon City, Metro Manila
Permanent
Full-time