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

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 18074784

Description

Job Purpose:

  • Act as client’s advocate/ voice of client for identified high intensity clients at local as well as regional level.

Key Responsibilities:

  • 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

Qualifications

Knowledge/Experience:

  • 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

Qualifications:

  • 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.