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Client Experience Manager

2 weeks ago

Sydney, Australia Citi Full time

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

**Responsibilities**:
Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards

Provide coaching and support to team and serve a point of contact for escalations

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

Advise on and advocate the implementation of process improvement and reengineering to improve client experience

Maintain knowledge of new market and regulatory requirements affecting client portfolio/base

Escalate customer feedback, processing delays and errors appropriately

Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary

Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment

Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives

**Qualifications**:
2-5 years of customer experience

Relevant experience (business/financial environment) preferred

Demonstrated project management and organizational skills to prioritize multiple tasks

Proven self-reliance and accountability and ability to manage risk

Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

Proven investigative and analytical skills

Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

**Education**:
Bachelor's degree/University degree or equivalent experience
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- **Job Family Group**: Customer Service
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- **Job Family**: Institutional Customer Service
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- **Time Type**: Full time
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- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the " EEO is the Law " poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting