Client Service Officer is responsible for providing customer service and support to Arabic-speaking clients through inbound and outbound calls, addressing inquiries, resolving issues, and promoting products or services, all while adhering to company policies and maintaining a high level of fluency in the Arabic language. The Client Service Officer is a trainee professional role. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own job.
Responsibilities:
Answer incoming calls from Arabic-speaking customers, understanding their needs and concerns clearly.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Ensure customer satisfaction and provide professional customer support.
Excellent email communication, interpersonal skills with evidence of teamwork and collaboration
Ability to work under pressure, strict deadlines and efficient in multi-tasking
Ensure escalations and complaints from customers are resolved with urgency and kept at a minimum through regular coaching and feedback to the team.
Ensure all KPI metrics are met as per agreed targets. Compiling reports on team s performance and customer feedback.
Communication and being a focal point of dissemination of information from management to team and vice versa. Work closely with other operational teams on quality and improvement of service.
Work with leaders within the organization to influence the focus on customer experience and coaching strategies. Ensure productivity parameter is maintained for the team on a daily basis/ Analysis of daily reports on productivity.
Data management and analytical skills.
Ability to work with multiple levels of management internally and with customers (or clients).
Manage and execute client transactions with respect to business and individual banking, credit and investment products. Ensure transactions are completed within audit and compliance standards as well as timely.
Take ownership of client investigations (e.g., statement reporting issues and pricing inquiries) and collaborate with operational and middle office teams to ensure effective resolution.
Coordinate account maintenance for all products and reporting on WINS including address changes, telephone number updates, account status changes, rates and fee waivers.
Enforce banking policies and procedures to ensure operational integrity while maintaining high client satisfaction.
Perform responsibilities through proficient use Citi applications. Participate in service related process improvements.
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.
Should be flexible to work in rotational shifts and rotational scheduled offs.
Experience in Payment processing fund transfer industry would be an added advantage
Qualifications:
High School diploma or equivalent
Previous relevant experience preferred
Ability to multi-task with strong organizational and time management skills per the needs of banker teams and clients
Ability to problem solve and analyze data with demonstration of attention to detail
Strong verbal and written communication skills
Client facing experience; strong background and interest in the fields of operations and compliance; previous sales referral experience
Knowledge of investments, banking, and credit product
Native-level fluency in Arabic, with strong understanding of grammar and vocabulary.
Excellent verbal and written communication skills in Arabic and English, with the ability to actively listen and clearly explain information.
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