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The Customer Service Team Coordinator 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:

• Support Customer Service unit, typically consisting of multiple teams performing related tasks (e.g., customer service, training, business planning and analysis) to ensure service meets or exceeds client expectations

• Recommend new work procedures and contribute to the development of process enhancements, customer service techniques, models and plans, as needed

• Resolve variable issues that are occasionally complex with substantial impact to the business and apply in-depth knowledge of policies and disciplinary knowledge of concepts and procedures within own area

• Conduct periodic service reviews with agreed reporting, developing action plans to confirm commitment and optimize service levels

• Inform clients of ongoing market initiatives

• Appropriately assess risk when business decisions are made, demonstrating particular 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.

Qualifications:

• 5-8 years of previous experience required

• In-depth disciplinary knowledge

• Consistently demonstrate clear and concise written and verbal communication

• Proven diplomatic and analytical skills

Education:

• Bachelor's degree/University degree or equivalent experience

Responsibilities:

• Hire, training, and supervise call center staff.

• Develop and implement call center policies and procedures.

• Monitor call center performance metrics, such as call volume, customer satisfaction, service level, revenue, etc.

• Ensure that customer inquiries are handled effectively and efficiently.

• Resolve escalated customer complaints and issues.

• Develop and maintain relationships with clients and stakeholders.

• Analyze call center data and prepare reports on call center activities and performance.

• Develop strategies to improve call center performance and increase customer satisfaction.

• Ensure compliance with industry regulations company policies.

• Oversee daily call center operations to ensure efficient and effective service delivery.

• Develop and guide operations to provide efficient and quality service to the internal and external stakeholders.

• Develop initiatives to continuously improve customer journeys and increase the efficiency of internal processes, generating savings for the organization.

• Responsible for planning, managing and ensuring compliance with the sales objectives of financial products.

Qualifications:

• +5 years of experience with operations management, customer service on contact center.

• Excellent communication skills, both verbal and written.

• Strong leadership and management skills.

• Strong analytical and problem – solving skills.

• Ability to motivate and manage a team.

• Ability to handle stressful situations and resolve conflicts.

• Knowledge of call center technologies, such as customer relationships management (COPs, CRM, etc.) software and automatic call distribution systems (Genesys).

• Strong computer skills, including proficiency with Microsoft Office.

• Customer service orientations and commitment to excellence.

• Strong skills on sales.

• Experience in customer service, sales, call center operations, or a related field is highly desirable.

Education:

• University degree. A bachelor’s degree in business administration, management, or a related field is preferred for this position. Relevant work experience may also be considered in lieu of a degree.

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.