The Service Associate position is an entry-level position responsible for executing customer service activities, 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 and to provide on-going customer support.
Responsibilities
Conduct client verifications, account related inquiries, processing transactions and cross sell an expansive set of products and services to existing and new clients
Resolve inquiries and manage client issues based on empowerment grid including but not limited to: waiver of late charges, interest charges, annual fees and write-offs, banking fees, charges for all cards and ready credit products to prescribed limit
Make recommendation for temporary line increase, as necessary
Develop and maintain detailed knowledge of an expansive set of products and service offerings
Escalate potential fraud cases to the Fraud depa...