Job Description
Brief Description of the Organization
Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing 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, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com.
Description
Citibank
brings the strength and expertise of one of the world’s largest
financial services companies to personal customers in more than 100
countries and 200 cities. By
combining local expertise with the strength of Citibank’s worldwide
consumer banking network, we are able to offer some of the world’s
leading financial services products.
Strategic Intent
To
generate an exceptional client service experience by providing help to
customers who are seeking financial assistance for the Unsecured
Products catered by Citibank that includes BOQ, Suncorp and Virgin Money
in compliance with the NCCP Hardship Legislation.
These roles are Fixed Term Contract for 12 months.
Key Accountabilities: -
-
Assist customers who are seeking for Financial Aid and is still making sure that is adhering to Citi’s policies and procedure within the required SLA
-
Ensures that Citibank complies and adheres to the Australian Regulatory Requirements for Hardship
-
Negotiate payment solutions with customer or financial counsellor in line with credit authority matrix
-
Use of better judgement in evaluating hardship applications and advice customers and financial counsellors with the best suitable assistance to be provided
-
Minimise the number of customers pursuing complaints because of lack of assistance and knowledge
-
Manage Inbound Calls influx and maintain target abandonment rate
-
Maintain good quality in actioning of accounts
-
Use of Better Judgement in assisting customers financial situation
Qualifications
Some of the key requirements for this role are as follows:
-
Has experience in a call centre environment
-
Understanding of the Hardship Provision with the NCCP guidelines and the Code of Banking Practice
-
PC literate – Proficiency in Word, Excel, PowerPoint, Access and Databases
-
Operate effectively in a high volume organisational environment with attention to detail
-
Proven ability to work with minimum supervision, use initiative and work pro-actively
-
Relationship management (including interpersonal skills, communication, influence /persuasiveness/probing and getting information)
-
Dedication to work toward and meet objectives both as an individual and as part of a team
-
Strong analysis & problem solving skills
-
Excellent verbal and written communication skills
-
Able to handle difficult customers in an effective manner whilst meeting both business and customer needs
No
contribution goes unnoticed here, so you’ll be rewarded with a network
of global contacts and the skills and experience to grow your career. Remember, with our world of opportunity, you should never settle for anything less than exactly what you want. To apply please follow the online links. To see what other career opportunities we have available right now, please visit our website www.citi.com.au/careers
No comments:
Post a Comment