Customer Service Senior Analyst - Client Account Specialist (AVP) [AVD22]

Customer Service Senior Analyst - Client Account Specialist (AVP) [AVD22]

21 May
Citibank India

21 May

Citibank India


Job Description

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.

Key Responsibilities

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

Development Value

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

Conflict resolution

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

Team player

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