The RSU Business Assistant is a developing professional role that will cover clients in several Caribbean countries. Applies specialty area knowledge in providing exceptional service to clients based on their needs and the needs of the business. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area.
Key Responsibilities:
• Coordinates the beginning of onboarding process of new client relations in the system on behalf of the business.
• Establishes contact with the client, requests what is needed within the scope of assistance, follows up on the documents, and coordinates with the processing area until completing the renewal or the execution of the request in the applicable system.
• Responsible for tracking requests regarding products and services offered by the organization, including accounts, electronic banking, and peripheral services. Coordinates the requirements with the client and the applicable team, establishes the need and links the client with the documentation specialists, verifies that the client understands the process, follows up to receive everything in order, and coordinates with the processing area to ensure that the service level is met as required.
• Be the single point of contact for internal partners and external customers and interact with key teams to identify and resolve issues.
• Perform the necessary analysis to address the client's needs.
• Provides support for digitizing or obtaining necessary documents that mitigate manual risks.
• Establishes and maintains close working relationships with clients and within teams to facilitate an open and direct communication of issues, needs, queries, etc., in such that these may be responded to in an efficient, prompt, and professional manner.
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.
• Consistent delivery of high-quality service to customers through meeting or exceeding customer expectation guided by service level agreements and efficiency/accuracy standards.
• Demonstrates high level of diligence, motivation, and organizational skills.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
• Inform clients about problems (system failures, market issues) and provide regular resolution updates.
• Communicate resolutions to clients.
• Understands new customer requirements and ensures adequate support to new customer requirements and initiatives. Monitors customer satisfaction and drive process changes. Provides innovative solutions to clients.
• Responsible for customer interactions, some credit documentation issuance, and request system setups to the applicable team.
• Appropriately assess risk when business decisions are made, demonstrate 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.
• Ensures awareness and full compliance of internal processes, regulations, policies, guidelines, procedures, and practices.
Qualifications:
• Bachelor’s/University degree in Business Administration, Finance, Accounting, or related areas (mandatory).
• 1-2 years of relevant experience in Customer Service, Credit Documentation issuance/review, Account Maintenance and related Cash products preferred.
• Proficient knowledge of English (written and spoken) (mandatory).
• Demonstrated interpersonal skills, pro-active team player but also able to work independently, with exceptional written and verbal communication skills.
• Highly motivated, persistent, and able to work in a structured, high volume, time sensitive, high-risk environment.
• Capable of multitasking and eager to learn multiple products in a challenging environment.
• Fast learner, strong attention to detail, and willingness to go extra mile.
• Proficient in Microsoft Office Applications.
• Proficient in handling urgent and escalation cases and managing client and internal team expectations.
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Customer Service
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Institutional Client Management
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Full time
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Please see the requirements listed above.
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For complementary skills, please see above and/or contact the recruiter.
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