Citi Citibank Berhad KL - Client Experience Manager in Malaysia
Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
Education: Associate's Degree/College Diploma
Job Function: Customer Service
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18074784
- Act as client’s advocate/ voice of client for identified high intensity clients at local as well as regional level.
Escalation point for issues that are raised by these customers.
Accept end-to-end ownership of client inquiries and investigations, escalating where appropriate, providing updates and feedback to clients, and managing the regional level quality and performance for the assigned portfolio of clients.
Participate with local & regional Citi business partners and regional service mangers (RSMs) in a team effort to focus on issues and opportunities that further differentiate Citi in the view of our clients as an industry-leading service provider.
Acts as an advocate and champion for process improvements within Citi, in partnership with the client.
Consistently championing client’s perspective inside Citi.
To deliver process consistency and improvement, assisting in root-cause analysis and identification of trending.
Drive service support team to deliver against improved client satisfaction scores (e.g. Voice of Customer surveys).
Proactive frequent internal review of cases and client inquiries.
Regular domestic pulse calls to assess client satisfaction and identify issues.
To conduct regular regional service review with portfolio of clients
3-4 years’ experience preferred
Ability to build strong relationships and interact at all levels in the organization
Strong influencing skills and ability to work with various functional partners within the organization.
Excellent interpersonal, communication and leadership skills
- Bachelor’s degree in Banking/Business/Finance/Accounting or equivalent experience
Skills: (technical skills)
Project management skills
Microsoft office – Excel, Power Point, Micro
Client servicing skills
Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.