Client Service Officer
Recruit Finds
Nairobi, Kenya
Job summary
Client Service Officer – French Speaking AT CITI
About this role
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Client Service Officer
Job Summary
The Client Service Officer is responsible for delivering high-quality after-sales customer support to Citibank clients through telephone, email, and other approved communication channels. The role focuses on building and maintaining strong client relationships by responding to customer inquiries, resolving service issues, and ensuring clients receive timely and effective support. The successful candidate works closely with internal departments to provide solutions, improve customer satisfaction, and ensure clients receive maximum value from Citi's products and services. The position also supports service excellence by identifying process improvement opportunities, participating in root cause analysis, managing client portfolios, and ensuring compliance with banking regulations, company policies, and customer service standards.
Key Responsibilities
1. Customer Service and Client Support
Serve as the primary point of contact for assigned clients by responding to customer inquiries through telephone, email, and other approved communication channels in a professional and timely manner.
Provide accurate information regarding Citi products and services while ensuring customers receive prompt, courteous, and effective assistance that meets established service standards.
Handle customer requests, complaints, and service issues by identifying the underlying problem, investigating the matter thoroughly, and providing appropriate solutions.
Maintain regular communication with clients to ensure they remain satisfied with the products and services provided while strengthening long-term business relationships.
Educate and guide customers on the proper use of Citi products and services to improve product understanding, customer satisfaction, and overall service experience.
2. Client Relationship Management
Manage an assigned portfolio of client accounts by maintaining regular contact, monitoring customer satisfaction, and ensuring clients receive continuous support throughout their relationship with the bank.
Build and maintain strong professional relationships with clients by understanding their needs, responding promptly to concerns, and delivering consistent service excellence.
Identify opportunities to improve customer engagement by understanding client expectations and recommending suitable banking solutions that support their financial needs.
Maintain accurate customer records and ensure all client interactions are documented appropriately for future reference and service continuity.
Support initiatives that strengthen customer loyalty, increase client retention, and enhance the overall customer experience.
3. Problem Resolution and Process Improvement
Work closely with internal departments and business partners to obtain accurate information, resolve customer concerns, and ensure service requests are completed efficiently.
Conduct detailed analysis of customer issues to identify root causes and recommend appropriate corrective actions that improve service delivery.
Participate in identifying recurring service challenges and contribute practical recommendations that improve operational processes and customer satisfaction.
Act as a customer advocate by communicating client concerns and supporting initiatives that enhance operational efficiency and service quality.
Assist in implementing process improvements that simplify customer interactions and strengthen Citi's commitment to service excellence.
4. Risk Management and Compliance
Assess potential risks while handling customer requests and business decisions by considering the impact on customers, the bank, and regulatory compliance.
Ensure all activities comply with applicable banking regulations, internal policies, operational procedures, and customer service standards.
Follow Central Bank of Kenya Prudential Guidelines, Citi policies, ethical standards, and other applicable legal requirements while performing assigned responsibilities.
Escalate operational risks, control weaknesses, compliance issues, or unusual customer concerns promptly through the appropriate reporting channels.
Protect confidential customer information by maintaining high standards of professionalism, integrity, and data security during all client interactions.
5. Collaboration and Communication
Collaborate with internal business units, customer service teams, operations staff, and other stakeholders to ensure customer issues are resolved efficiently.
Maintain effective communication with colleagues and management by providing regular updates on customer issues, service performance, and operational challenges.
Participate in team discussions, customer feedback reviews, and service improvement initiatives that support continuous business growth.
Share customer insights and operational observations with relevant departments to improve products, services, and customer experience.
Support a collaborative working environment by maintaining positive relationships with colleagues and contributing to team objectives.
6. Reporting and Administrative Support
Maintain accurate records of customer interactions, service requests, complaints, and resolutions in accordance with organizational procedures.
Prepare reports relating to customer service performance, recurring issues, operational trends, and client feedback when required.
Monitor customer cases from initiation to completion while ensuring all requests are handled within established service timelines.
Maintain complete documentation of customer communications and service activities to support quality assurance and regulatory compliance.
Perform additional administrative and customer service duties assigned by management in support of departmental objectives.
Qualifications
Applicants should possess the following qualifications:
Bachelor's Degree from a recognized university with a minimum Second Class Upper Division or equivalent qualification.
A minimum of one (1) to three (3) years of relevant experience in customer service, client relationship management, banking operations, or a related field.
Excellent written and spoken communication skills in both English and French.
Proficiency in Microsoft Office applications, particularly Microsoft Excel and Microsoft Word.
Ability to communicate professionally with customers through telephone, email, and other business communication channels.
Experience
The ideal candidate should have practical experience providing customer support, managing client relationships, or handling customer service operations within a professional environment.
Experience working in banking, financial services, customer relationship management, or another service-oriented industry will be an added advantage.
The candidate should demonstrate experience resolving customer issues, coordinating with internal teams, and maintaining high standards of customer satisfaction.
Previous experience using analytical skills to investigate customer concerns, interpret information, and recommend effective solutions is highly desirable.
Skills and Competencies
The successful candidate should possess excellent customer service skills with the ability to build and maintain strong professional relationships with clients.
Strong communication skills are required to communicate clearly and professionally in both English and French through written and verbal communication.
The candidate should demonstrate excellent analytical and problem-solving abilities with the capacity to investigate customer concerns, interpret information, and recommend practical solutions.
Good organizational and time management skills are essential for handling multiple customer requests while meeting established service standards and deadlines.
The successful candidate should demonstrate initiative, accountability, and the ability to work independently while contributing effectively within a team environment.
Strong attention to detail is required to ensure customer information, documentation, and service records remain accurate and complete.
The candidate should be flexible and adaptable to changing business priorities, operational requirements, and customer expectations while maintaining high service standards.
A high level of professionalism, integrity, ethical conduct, and confidentiality is essential when handling customer information and performing banking responsibilities.
Key Competencies
Customer Service Excellence
Client Relationship Management
Customer Communication
Problem Solving and Decision Making
Analytical and Investigative Skills
Risk Awareness and Compliance
Banking Operations Knowledge
Process Improvement
Team Collaboration
Time Management
Organizational Skills
Attention to Detail
Professional Integrity
Adaptability and Flexibility
Microsoft Office Proficiency
English and French Communication Skills