CBPS - Customer Solutions Officer 

Location: City of Taguig, Philippines 

Job Type: On-Site

Job Category Operations - Services

The Service Analyst 1 in CBPS is an entry-level position servicing off-shore clients of Citi . The overall objective of this role is to provide world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience. Additionally, the role handles customer service-related concerns of Citi clients that may involve general service inquiries, billing and disputes, credit, collections, retentions, mortgage, fraud, telesales, rewards inquiries and fulfillment.

Responsibilities:

Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines

Ensure accuracy of research and compliance advice provided to members of sales force team

Develop information regarding required changes in reports and procedures

Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns

Support sales force and management by implementing recommendations concerning changes, improvements and enhancements

Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals

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:

Previous relevant experience preferred

Series 6 and 26 License.

Fundamental understanding of industry regulations in the US and Canada, extensive understanding of systems, products and culture

Proven knowledge of securities, insurance, and mortgage lending laws and regulations as they apply to sales practice issues affecting the sales force

Effective verbal and written communication

Influencing and relationship management skills

Proven ability to creatively solve problems

Education:

Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

CBPS Customer Solutions Officer

Provides world class service excellence to Citi global clients by offering a remarkable phone and digital banking experience

Handles customer service related concerns of Citi clients that may involve general service inquiries, billing and disputes, credit, collections, retentions, mortgage, fraud, telesales, rewards inquiries and fulfillment

Ensures customer inbound and outbound telephone inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards

Identifies and fulfills the clients’ necessities by providing an exceptional client experience