Customer Account Specialist (CAS) recruitment
Key
Responsibilities:
The Customer Account
Specialist serves as the primary contact for the main client and
their partners. They provide operational account management at a
client level. The main responsibility is to maintain and strengthen
the ongoing relationship with the public sector client their
partners during and after the implementation and provide a single
access window for queries and concerns. The Customer Account
Specialist must be able to successfully do the
following:
- Ensure a
Seamless Transition from Implementation into BAU for new
business - Be a single
point of contact, Post Implementation for Clients and their Program
Administrators (PA). - Drive
consistently high levels of client satisfaction - Continually
increase their own knowledge and understanding of the clients' card
program - Create
opportunities for proactive program improvement. - Frequent
proactive client communication. Lead regular conference calls.
Schedule, organise and lead regular client service reviews in
collaboration with Account Management - Day-to-day
issue resolution with the single point of contact at the client's
organisation - Issue
Escalation - Taking ownership of issues and coordinating their
resolution - Addressing
the root causes of any recurring issues with Citi and Client
functions - Assist the
Call Centre and Back Office functions with day-to-day cardholder
problem resolution - little direct contact with cardholders, with
the exception of cases that require proactive addressing with the
company contact rather than the cardholder - Reconciliation of client
financials relating to inbound payment files for onward crediting
to individual cardholders - Managing
clients stock of plastic cards (if client specific) and associated
collaterals related to card issuance by proactively tracking actual
usage against client projections. - Identify
trends and carry out margin analysis to ensure smooth operation of
the program - Create
Opportunities for Proactive Programme Improvement. Practice
effective continuous process improvement within Operations
and with our clients to reduce errors, bottlenecks and
ultimately, costs - Identify
areas to cross sell cards products / solutions to existing clients
and work with the Citi teams to develop these leads. - Grow
programmes through new countries, changes to scope, additional
spend types - Programme
Maintenance - Ongoing
Programme Analysis - Engage and
coordinate relevant Citi resources as needed to support the Client
e.g. Operations, Product, implementations.
Skills
Knowledge/Experience:
- Experience
of managing and developing client relationships - Knowledge of
credit and debit card markets, products and processes - Operations/Customer Service
experience - Experience
of managing Public Sector clients is preferred
Qualifications:
- No
specific academic or professional qualifications are
necessary
Skills:
- Excellent
Customer Service skills - Excellent
Presentation Communication Skills - Fluent in
English. - Preferably
know German, French, Spanish - Highly
articulate, with influential verbal skills and precise written
skills - Strong
people skills - Strong MS
Office and system skills - Analytical
methodical approach - Highly
numerate - Effectively
prioritise time manage deadlines
Exceptional
candidates who do not meet these criteria may be considered for the
role provided they have the necessary skills and
experience.
Valuing
Diversity: Demonstrates an appreciation
of a diverse workforce. Appreciates differences in style or
perspective and uses differences to add value to decisions or
actions and organizational success.