Customer Service Representative – Fraud & Billing Disputes – Hybrid

Citigroup

The Customer Service Representative is an entry-level position responsible for providing assistance to branch employees, enabling a positive customer service experience and executing day-to-day banking activities in coordination with the Customer Service function. The overall objective is to promote high quality customer service to Citi clients and to achieve client satisfaction by delivering optimal solutions.

The Customer Service Representative 5 is an entry-level position responsible for assisting in customer related activities and providing resolutions 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 client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards

+ Develop and maintain client portfolio through regular calls and face to face interaction, as needed

+ Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools

+ Escalate customer feedback, processing delays and errors appropriately

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

+ Ensure adherence to all departmental standards and maintain control environment

+ 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:**

+ 2-4 years of relevant experience

+ Experience in customer service and/or finance

+ Proficient in Microsoft Office

+ Proven critical thinking and crisis management skills used to problem solve and make decisions

+ Consistently provide attention to detail to ensure accuracy

+ Consistently demonstrate clear and concise written and verbal communication

+ Consistently deliver high-quality customer service with focus on building client relationship and achieving resu

**Qualifications:**

+ 2-4 years of relevant experience

+ Experience in customer service and/or finance

+ Proficient in Microsoft Office

+ Proven critical thinking and crisis management skills used to problem solve and make decisions

+ Consistently provide attention to detail to ensure accuracy

+ Consistently demonstrate clear and concise written and verbal communication

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

**Education:**

+ High School diploma or equivalent

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

**Prior Disputes or Fraud Experience Preferred**

**Job Grade:** C05

**Location:** Sioux Falls, SD or Jacksonville, FL

**Schedule:** Monday through Friday, start times between 7am and 9am CST for an 8 hr shift.

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**Job Family Group:**

Customer Service

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**Job Family:**

Branch Service

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**Time Type:**

Full time

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**Primary Location:**

5800 SOUTH CORPORATE PLACE

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**Primary Location Full Time Salary Range:**

$41,660.00 – $54,340.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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**Anticipated Posting Close Date:**

Jul 17, 2024

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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.

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.

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