Client Service Officer

Citibank N.A. Kenya has been operating in Kenya since 1974 and has two branches in Nairobi and Mombasa, serving Corporate and Institutional clients. Citibank Kenya is the regional hub for the Citi East Africa cluster, which covers Kenya, Uganda, Tanzania and Zambia. It’s the only solely corporate bank in Kenya. Businesses Citi Kenya is structured around …

Client Service Officer

Job Overview

• Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

• By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Team / Role Overview

The Client Service Officer’s principal responsibility is to provide after-sales customer support to Citibank Clients through various mediums of communication, primarily telephone and e-mail.  The strategic objective is to continually realign operational or delivery capabilities with customer expectations. This involves the actual delivery of the product and after-sales maintenance, which constitutes service quality that ensures continued patronage from the client.

Client Service Officers are required to:

• Have direct day to day interaction with customers

• Work with internal partners to obtain answers/solutions to client inquiries

• Acts as the advocate and impetus for process improvements within Citi.

• Engage Citi business partners in a team effort to focus on issues and opportunities that further differentiate Citi as an excellent service provider

• Participate in customer feedback, root cause analysis of issues and identification of process improvement opportunities

• Manage a portfolio of client relationships and ensure clients are satisfied with and trained on the Citi products and services

What you’ll do