Responsibilities The main responsibility of the Client Account Specialist is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team. This includes driving client satisfaction, programme growth and acting as a point of escalation for Customer Services. The Client Account Specialist provides a single window into Citi for the Program Administrators and senior client representatives/decision makers who are responsible for leading Card programmes within our clients.
Following implementation, this person will manage the client transition from implementation into BAU
Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures
Undertake regular Service Reviews with clients, identifying opportunities for improvement and owning the resolution of any resulting issues
Identify trends and carry-out frequent analysis to ensure smooth operation of the program
Practice continuous process improvement across Operations and with our clients to reduce errors, bottlenecks and ultimately costs
Identify areas to cross-sell / up-sell further products and solutions to existing clients and work with internal stakeholders to develop leads.
To own and manage distinct projects and initiatives to drive consistently high level of customer satisfaction
Planning and execution skills relating to customer portfolios
Client relationship management skills
Experience of a fast growing Corporate Card business.
Exposure to Product Management and Front Office business
Managing and developing client relationships
Solid Customer Service background
Knowledge of credit and debit card markets, products and processes
Cash Management skills would be an advantage
Problem solving including technical issues
Effectively prioritize time and manage work to deadlines
Presentation and customer negotiation
Take ownership of issues and liaise with the client and various internal Citi units to achieve excellent customer experience
Good level of comfort with MS Office
Ability to work in a pressured environment and multi-tasking is essential
Must be proactive and prepared to investigate issues by taking own initiative with the minimum of information
Excellent communication skills and ability to communicate at all levels
Self-motivated and demonstrate high level of initiative
Display a high level of attention to detail
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