Client Service Officer

About the Role

Join a leading global financial institution as a Client Service Officer, where you'll play a vital role in delivering exemplary after-sales support to Citibank's clientele. Your primary channels of communication will be telephone and email, focusing on aligning operational capacities with customer expectations to ensure consistent client satisfaction and retention.

Core Responsibilities

• Engage in daily direct communication with clients.
• Collaborate with internal departments to resolve client inquiries efficiently.
• Champion process enhancements within the organization to elevate service quality.
• Partner with Citi business units to pinpoint challenges and opportunities that distinguish Citi's service excellence.
• Participate actively in gathering customer feedback, conducting root cause analyses, and identifying avenues for process improvements.
• Manage a portfolio of client relationships, ensuring clients are knowledgeable and satisfied with Citi’s products and services.
• Act as a primary contact for clients, coordinating with key internal teams to address and resolve concerns.
• Respond promptly and effectively to customer inquiries while adhering to internal service standards.
• Perform detailed analyses to meet client needs and communicate solutions clearly.
• Assess business risks prudently, uphold regulatory compliance and ethical standards, protect the firm's and clients' assets, and transparently manage and report any control issues.

Requirements

• Possess between 1 and 3 years of relevant professional experience.
• Exhibit strong proficiency in written and verbal English communication.
• Deliver exceptional customer service with an emphasis on fostering client relationships and achieving quality outcomes.
• Demonstrate the ability to present ideas effectively and drive positive change.
• Show case strong investigative, analytical, and risk management skills with the capability to interpret statistical data and metrics.
• Be self-driven with persistence and determination when addressing challenges.
• Exhibit creativity and initiative in problem-solving scenarios.
• Effectively plan and prioritize personal workload and time management.
• Work both independently and collaboratively within a team environment.
• Possess excellent competency in Microsoft Excel and Word.
• Adapt flexibly to dynamic and evolving workplace settings.
• Hold a bachelor's or university degree with at least a Second Upper Class classification or its equivalent.

Additional Information

By joining Citi Kenya, you will enjoy a business casual environment and a hybrid working model allowing up to two days remote work weekly. Employees receive competitive base salaries subject to annual review and a comprehensive benefits package designed to promote well-being and financial wellness for employees and their families. Citi is committed to fostering an inclusive workplace where diversity is valued and all employees can bring their authentic selves to work daily.

Compliance with the Central Bank of Kenya’s Prudential Guidelines and Citi’s internal policies is mandatory. Candidates must consent to additional screenings or assessments as required by the firm.

Citi is an equal opportunity employer, welcoming applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. Reasonable accommodations are available for individuals with disabilities seeking to utilize Citi’s recruitment tools or applying for opportunities.