Citiphone Officer

Single PositionExplore a Career With UsView All JobsCitiphone OfficerTAGUIG, PhilippinesApply NowFind out how well you match with this jobUpload your resumeJob descriptionJob ID26981284Date posted07/21/2026DepartmentCustomer ServiceThe Officer, Inbound Customer Service - Wealth Operations is a position responsible for handling inbound customer interactions through phone while ensuring adherence to Citi’s policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues while delivering positive and professional customer experience.As a Customer Service Officer within Wealth Operations, this role would be a pivotal point of contact for our valued clients. This role is responsible for delivering an exceptional client experience through various interaction channels, primarily phone and chat messaging, while strictly adhering to Citi's global policies and regulatory guidelines. The primary objective will be to efficiently resolve client inquiries and issues, ensuring every interaction reflects a positive, professional, and outstanding service standard. This role is crucial in reinforcing Citi's commitment to client-centricity and operational excellence in wealth management.Key Responsibilities:Client Engagement & Support:Handle incoming inquiries, transactions, technical support requests from clients with the utmost professionalism and efficiency.Provide accurate, comprehensive information regarding Citi's diverse product and service offerings, promotions, and banking procedures.Proactively identify customer needs to effectively cross-sell and up-sell a diverse range of products and services, contributing directly to sales revenue goals.Skillfully overcome customer objections and clearly articulate the value of our offerings.Champion digital interaction of Citi Mobile app and Citibank Online, educating clients on the benefits and usage of our digital tools and self-service platforms.Service Excellence & Compliance:Deliver a consistently outstanding service experience tailored to the specific needs of our clients.Maintain strict compliance with internal controls, banking regulations, and operational procedures, ensuring the highest level of discretion and integrity when handling confidential client information.Strive for optimal service-level attainment, with a strong focus on First Call Resolution (FCR) and achieving high Customer Satisfaction scores.Knowledge & Development:Maintain an up-to-date, comprehensive knowledge base of all bank products, services, digital tools, and relevant financial market trends.Identify opportunities to cross-sell or up-sell relevant products and services, referring qualified leads to specialized sales teams.Actively participate in training sessions and commit to continuous professional development to enhance expertise and service capabilities.Process Improvement & Innovation:Contribute to the department's continuous improvement initiatives, driving innovation, system enhancements, and process reengineering efforts.Demonstrate awareness of evolving digitalization trends in customer service (e.g., service portals, AI chatbots) and proactively suggest opportunities for automation or workflow optimization.Support digital transformation initiatives aimed at enhancing the client experience and operational efficiency.Team Collaboration:Collaborate effectively with team members and other internal departments to achieve collective goals and ensure a seamless, integrated client experience.Skills:Exceptional Communication: Outstanding verbal and written communication skills, with the ability to articulate complex financial concepts clearly, concisely, and empathetically to our clients.Interpersonal Excellence: Strong interpersonal skills, including active listening, rapport-building, and the ability to exercise discretion and maintain integrity with sensitive client information.Problem-Solving & Analytical: Highly developed...