Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in people management and problem solving. Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters. Team / Role OverviewCiti's Treasury and Trade Solutions (TTS) team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.
TTSCorporate Client services manages 99% of Fortune 100, 93% of the Fortune Global 500 clients.Financial Institutions Client services manages 400+ of the top 500 Global Banks and Top 10 Insurance companies.Public Sector client services service the governments of ~ 120 countries with 700 Public Sector clients globally.What you will do:Ensure customer queries are answered in the most efficient way possible.Work with CSO/Branches globally to obtain answers/solutions for clients' queries that are outside of Western Europe.Ensure incoming enquiries into the Dublin Service Centre are dealt with efficiently and effectively.Support and strengthen customer needs in a professional manner and handle exceptional requests when required.Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.Manage a portfolio of high-profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely manner.Act as their 'Single Point of Contact' for all their queries globally, depending on the client.Lead and participate in cross-departmental initiatives.Be involved and understand Monetary Claim issues.Proactively review and resolve problems by liaising with internal teams and departments across the globe.Drive client satisfaction for given portfolio, including regular proactive calls and visits.Provide clients with MIS/scorecards to enable them to understand their transactional and inquiry activity.Develop and maintain excellent client contacts and materials, supported by face-to-face customer visits and calls.Proactively inform customers about problems and provide regular updates to resolution of issues.Escalate customer feedback, processing delays and errors appropriately.Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable.Keep updated on all new market and regulatory requirements affecting client portfolio/base.Ensure adherence to all departmental standards/KPIs and maintain a pristine control environment.Lead Self-service and Client Digitization agenda.Partner with Client coverage partners and Product/Line Operations to drive Digitization and improvement in Voice of Client scores.Drive standardization and productivity with a view to reducing MTPs.Perform analysis on trends and best practices while suggesting improvements.Ensure 100% logging and management of all Client interactions on Service Tracking and Report System.What we'll need from you:Experience in Customer Services and/or Finance.Fluency in English and Italian is essential; a third European language is advantageous.Experience of successfully building a trusted network of people.Experience working with diverse cultures and adapting communication methods.Proven track record of managing client relationships and delivering high-quality customer service.Knowledge of Citi systems & platforms advantageous.Proficient use of all Microsoft Applications (Word, Excel, Access, PowerPoint).Experience in a fast-paced team environment, with senior member or SME experience being an advantage.What we can offer youBy joining Citi Dublin, you will be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), receive a competitive base salary (annually reviewed), and enjoy additional benefits that support you and your family.
Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.
Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.#LI-LC1 ------------------------------------------------------
Job Family Group: Customer Service
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Job Family: Institutional Customer Service
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Time Type: Full time
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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.
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