Officer, Inbound Customer Service - Wealth Operations

The Officer, Inbound Customer Service - Wealth Operations is a position responsible for handling inbound customer interactions through phone while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues while delivering positive and professional customer experience.

Responsibilities:

• Handling incoming calls to assist customers with inquiries, complaints, transactions or technical issues.
• Provide accurate information about products ,services ,promotions and procedures
• Maintain up-to-date knowledge of bank products, services, and digital tools to educate clients and encourage usage.
• Support the relationship team in managing affluent clients, ensuring premium service delivery.
• Ensure compliance with internal controls , regulations and operational procedures
• High level of professionalism, discretion and integrity when dealing with confidential information.
• Strong problem -solving and multitasking abilities.
• Able to handle high call volumes and meet service-level targets especially on First Call Resolution (FCR) and Customer Satisfaction.
• Drive and implement reengineering efforts within the department through innovation, system enhancement or process improvement
• Awareness of digitalization trends in customer service (e.g., service portals, AI chatbots).
• Able to identify and suggest opportunities for automation or process improvements in customer workflows.
• Experience in supporting digital transformation initiatives is an advantage.

Language and proficiency:

• Proficiency in English and Mandarin required to interact with Mandarin speaking clients

Qualifications:

• 1-2 years of customer service or call center experience preferred.
• Sufficient experience in service excellence, client interaction, and system comprehension.
• Willing to work on shifts and public holidays as needed.
• Knowledge of banking products and regulatory requirements.

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.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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