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Customer Service Rep 5


Job Description

  • Primary Location: Ireland,Leinster,Dublin
  • Education: Bachelor’s Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18052524




Job Purpose:

The Client Operations Department is a unit within TTS and the Service Representatives are our clients’ first point of contact for all their transactional and technical queries on their accounts held with Citi.

Service Representatives would be required to manage a designated portfolio of our most important clients in the team, by ensuring that incoming enquiries are dealt with in an efficient and effective manner.
The successful candidate for this role will be a highly motivated, enthusiastic, proactive individual who is able to ‘think outside of the box’ and has a passion for delivering client satisfaction.
Job Background/context:

Citi’s Treasury and Trade Solutions team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.

TTS Corporate Client services manages 99% of Fortune 100, 93% of the Fortune Global 500 clients.
Financial Institutions Client services manages 400+ of the top 500 Global Banks and Top 10 Insurance companies.
Public Sector client services service the governments of ~ 120 countries with 700 Public Sector clients globally.
Key Responsibilities:
  • Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
  • Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required
  • Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
  • Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyse these and work with clients to improve their productivity improve their productivity and usage of self-service tools where applicable
  • Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
  • Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
  • Escalate customer feedback, processing delays and errors appropriately
  • Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
  • Keep updated on all new market and regulatory requirements affecting client portfolio/base
  • Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times


Development Value:
  • Opportunity to learn multiple Citi branches and Products
  • Client management for a designated portfolio of clients
  • Participate in Client Visits and presentations
  • Develop strong professional relationships and internal network




  • Experienced in banking or finance
  • Proven track record of managing client relationships and delivering high quality customer service
  • Demonstrate ability to work independently within team environment with experience working within a dynamic and fast changing environment
  • Fluency in English and Italian is essential. Fluency in additional European language would be advantageous, preferably Portuguese.
  • Extensive Wordlink product knowledge and experience in handling Worldlink queries.
  • Good understanding of Proof of Life solution would be advantageous.
Skills and competencies:
  • Must have proficient use of all Microsoft Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills
  • Knowledge of Citi systems and platforms advantageous (Citi FT, Flexcube, STaRS, LMS)
  • Excellent oral and written communication skills, with experience in business/financial environment
  • Problem Solving: Superior investigative and analytical skills with proven ability to understand and interpret MIS and metrics
  • Highly productive with a strong attention to detail, excellent time management, planning and organisational skills
  • Client focused – (Meet and exceed expectations)
  • Delivers quality results- Ability to influence stakeholders to achieve results

Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics

  • Build relationships easily
  • Ability to plan and organize efficiently (prioritize)
  • Proven record of process improvement
  • Crisis Management skills
  • Accountable and self-reliant
  • Excellent time management and prioritisation skills
  • Has the required influencing and persuasion skills to assist colleagues


  • Minimum 3rd Level qualification required, preferably in Business / Finance discipline
  • Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience, however those with only Leaving Certificate or equivalent will be required to complete a mandatory Certificate in Financial Services with Institute of Bankers
  • Proactive, flexible, good lateral thinking and common sense.
  • Ability to work well under pressure and tight time frames
  • Highly adaptive, with ability to multitask and prioritize
  • Ability to develop strong professional relationships and internal network – must be a team player


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 organisational success.


Citi is an Equal Opportunities Employer
To apply for this position follow the link: CITI 
For assistance on arrival in English, Spanish, Italian and French contact our colleagues at EazyCity

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