Commercial Card Customer Service Representative (Hybrid )

The Customer Service Representative 5 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
• Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools.
• Inform customer about problems (system failures, market issues) and provide regular resolution updates.
• Escalate customer feedback, processing delays and errors appropriately.
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
• Ensure adherence to all departmental standards and maintain control environment.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years of relevant experience.
• Experience in customer service and/or finance.
• Proficient in Microsoft Office.
• Proven critical thinking and crisis management skills used to problem solve and make decisions.
• Consistently provide attention to detail to ensure accuracy.
• Consistently demonstrate clear and concise written and verbal communication.
• Consistently deliver high-quality customer service with focus on building client relationship and achieving results.

Education:

• High school diploma or equivalent.

Commercial Card Customer Service Representative (Hybrid)

• Respond to inbound service calls from government and corporate cardholders.
• Perform necessary account maintenance to fulfill customer requests.
• Communicate account status, procedures and other information as needed to respond to cardholder inquiries.
• Research and resolve customer inquiries/concerns.
• Follow established procedures/processes and Citi best practices while assisting with cardholder/non- cardholder inquiries.
• Gather information and lead the client using practical troubleshooting techniques to determine source of error.
• Escalate cardholder issues to the next level of support when appropriate.

Qualifications

• Ability to communicate clearly and concisely with customers.
• Ability to thrive in an environment focused on measurable results at an individual level.
• Ability to work successfully in a team environment.
• Ability to multi-task.
• Attention to detail – ensuring accuracy and completeness of information relayed to cardholders.
• Able to make well-informed decisions within the boundaries of the job function.
• Ability to diffuse difficult customer situations and maintain calm under pressure.
• High school diploma or general education degree (GED); (Minimum of 1-year Financial Institution or Call Center experience preferred).
• Customer Service experience is a plus.
• Experience within credit card industry is a plus.

Must pass Citi background check and Government Background screening

24/7 Call Center

Full Time Positions

Shifts vary and may include a weekend day

Hybrid work schedule (3 days work in office / 2 days work from home)

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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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Primary Location:

Jacksonville Florida United States

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Primary Location Full Time Salary Range:

$43,960.00 - $57,340.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive