Commercial Card Customer Service Analyst 2

Description

About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.

The Commercial Cards business in North America provides payment solutions through Credit Cards to leading multi-national corporations and public sector agencies. The business offers various card products to meet these needs, including: Purchasing, Travel & Entertainment, One Card, Fleet, and Virtual Card programs to their client base. Clients include some of Citi CMB’s largest names, as well as major government agencies.

The business provides the largest proprietary offering of any bank, spanning over 100 countries, 66 currencies and 27 languages. Wholesale Card Client Operations is closely aligned to Product, Sales, Account Management, Implementations, Capabilities, and Technology. There are many interactions between these groups which requires strong leadership to develop and maintain relationships.

**Job Background/Overview of Role**:
Commercial Card Universal Agents are responsible for handling inbound calls and providing service support to cardholder and non-cardholder populations across NAM Commercial Cards products and clients. Their prime responsibilities include: identifying customer's needs, resolving questions or concerns, and providing first-hand product information. As multi-skilled agents, their services span across Cardholder Customer Service & Help Desk, Client Program Administrator Servicing, Fraud Early Warning, and Disputes. They will work independently and efficiently to achieve high levels of productivity while ensuring an exceptional customer experience is delivered.

**Responsibilities include (but are not limited to)**:
Provide inbound call servicing in Canadian French & English to Corporate cardholders.
Respond quickly and accurately to inbound calls from cardholders and AOPC/PAs for functions including:
General Customer Service
Fraud/Disputes
Cardholder help desk
Client PA service support
Perform necessary account maintenance to fulfill cardholder requests, de-escalating concerns to mitigate issues.
Resolve cardholder inquiries, providing account status, procedures, and other information as needed.
Facilitate resolution of call complaints.
Follow established procedures/processes and Citi best practices while assisting with cardholder/non-cardholder inquiries.
Maintain and utilize knowledge of CCRS, CCMS and Citi Manager to deliver exceptional customer service and achieve operating efficiency.
Gather information and lead the client using practical troubleshooting techniques to determine source of error.
Follow processes and prioritize client maintenance requests.
Record all client issue and resolution details as outlined in policy and procedures.
Participate in all product knowledge training, coaching and information sessions.
Escalate issues to the next level of support when necessary.
Escalate all critical customer impacting issues to management as required.
Research expedited card requests.
Support business needs during continuity of business events.
Provide support as needed across Commercial Cards Call Centre teams
Participate in Projects related to the Canadian Commercial Cards department.

**Qualifications**:
Fluent communication skills (verbal & written) in both English & Canadian French in a clear, mature, and professional manner is required.
Post-secondary education or equivalent experience.
3 years o