Customer Solutions Officer

Citigroup Business Process Solutions Pte. Ltd.; Pateros; On-site; PHP 335,000 - 446,000; Full time

Job summary

Citigroup Business Process Solutions Pte. Ltd. is seeking an entry-level Customer Solutions Officer-Citiphone in CBPS to provide voice operations support, including sales support, MIS, day 2 reviews, and records maintenance.

The role acts as a liaison between operations staff, internal teams and clients to ensure smooth service delivery. The ideal candidate has international BPO voice experience, fluent English, and the ability to work rotating shifts, holidays and weekends, at Bonifacio Global

Qualifications

• International BPO voice experience required.
• 1 year tenure in current role preferred.
• Experience handling Banking/Financial accounts is a plus.

Responsibilities

• Assist with administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines.
• Ensure accuracy of research and compliance advice provided to members of sales force team.
• Develop information regarding required changes in reports and procedures.
• Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns.
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements.
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals.

Skills

BPO voice experience

English fluency

Job description

The Customer Solutions Officer Citiphone in CBPS is an entry-level position responsible for providing voice operations support services, including but not limited to; sales support, MIS, Day 2 reviews, record/documentation maintenance, storage & retrieval of records, and account maintenance. Additionally, the Customer Solutions Officer-Citiphone serves as the liaison between operations staff, internal teams, project managers, custodians and clients. Have a good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities

• Assist with the administration of compliance procedures and control systems for the business review department, including monitoring, researching and responding to compliance related inquiries across all product lines
• Ensure accuracy of research and compliance advice provided to members of sales force team
• Develop information regarding required changes in reports and procedures
• Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
• Support sales force and management by implementing recommendations concerning changes, improvements and enhancements
• Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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

• International BPO voice experience is a must.
• Preferably at least 1 year tenure in the current role.
• Experience handling Banking and Financial account is a plus but open to other BPO voice background as well
• Conversant in English and comfortable speaking with other nationalities
• Amenable working on shifting schedule, holidays & weekends (fixed 5-day work week)
• Amenable to working in Bonifacio Global City, Taguig
• Applicants should be eligible to legally work in the Philippines.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

BENEFITS OF WORKING IN CITI:

We offer a competitive salary package of 30-40K and other great benefits including:

• HMO Health Insurance from day 1 for you and your unlimited qualified dependents
• Life Insurance from day 1
• Retirement Plan
• Transportation Allowance
• Rice Allowance
• Medical and Dental Allowance
• Shift Differential
• Staff Loan
• Tuition Fee Reimbursement
• Bereavement Assistance
• Total of 35 leaves credits in a year

CAREER GROWTH:

• Be part of our fast-growing teams of Customer Solutions Officers
• Internal movement career opportunities within Citi
• CBPS may assign candidates to different businesses based on candidate profiles, available openings & business needs

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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.

View Citi’s EEO Policy Statement and the Know Your Rights poster.