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Complete client service handling - as the first and single point of contact for any client concerns, queries or complaints;
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Client account and portfolio management (retain and deepen);
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World-class customer engagement customised, over time, based on individual ‘Customer Profiles’ which need to be built up and recorded on CRM platform during each interaction;
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Analyse client interests, problems/complaint resolution , and potential need for new products and services and direct the requirement / lead to the right channel for fulfilment
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Bring the bank to the client – based on needs. Coordinate with branches, VCGM’s, Operations and other key stakeholders to ensure service resolution is world class;
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Engage with customers to enrich the relationships by mobilizing additional funds and promote other fee-based products/services based on current and future customer needs;
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Ensure that KYC/AML and other compliance norms are strictly adhered to;
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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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency;
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Encourage cross-selling / deepening of relationships and good customer service practices;
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Help promote and maintain a positive company image;
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Highlight critical issues to reporting manager and other related team whenever necessary;
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Propose best practices based on ‘Voice of Customer’
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Coordinate with VC’s for proper support to category customers
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Be driven by the Monthly Portfolio Report, with core KPI’s that include:
- NPS
- Client instruction execution (complete, accurate, timely)
- Service Resolution
- Customer Needs Identification and Customer Profile development
- Client balance growth and retention levels
- Portfolio growth and health (stable balances, product mix , ‘main bank’ status)
- Product penetration/Cross-sell, etc.
- Ideation : The number and quality of creative new solutions based on strong client engagement and ‘Voice of Customer’ that can be developed and extended bank wide.