The Fraud & Billing Dispute Specialist (Customer Service Representative 5) is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Responsibilities:
Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools
Inform customer about problems (system failures, market issues) and provide regular resolution updates
Escalate customer feedback, processing delays and errors appropriately
Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
Ensure adherence to all departmental standards and maintain control environment
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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
2-4 years of relevant experience
Experience in customer service and/or finance
Proficient in Microsoft Office
Proven critical thinking and crisis management skills used to problem solve and make decisions
Consistently provide attention to detail to ensure accuracy
Consistently demonstrate clear and concise written and verbal communication
Consistently deliver high-quality customer service with focus on building client relationship and achieving results
Education:
High school diploma or equivalent
Additional Job Description
The overall objective of this role is to address external customer dispute issues and provide ongoing customer service support primarily for end-to-end Merchant Disputes including incoming calls and back-end processing as well as Fraud Dispute Processing.
In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
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Seniority level
Not Applicable
Employment type
Full-time
Job function
Other
Industries
Banking, Financial Services, and Investment Banking
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