• Competitive
  • Sydney, Nouvelle-Galles du Sud, Australie
  • CDI, Plein-temps
  • Citi Australia
  • 2018-07-23

Customer Relations Case Officer

Customer Relations Case Officer

  • Primary Location: Australia,New South Wales,Sydney
  • Education: High School Diploma/GED
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 18040793


We've built a world famous, trusted brand over 200 years of continuously evolving financial services. And today, our influence continues to grow: with financial operations in 160 countries and 100 currencies. We have 200 million different clients, including some of the biggest names in the industries, sectors, businesses and governments that we serve every day. It all adds up to an exciting place to be for talented, ambitious people who want to build a truly remarkable career. This role is a key customer, Financial Ombudsman Services (FOS) and Credit Ombudsman Service Ltd (COSL) facing role. The main objective of this role is to respond and resolve the disputes that are sent across to Citibank by FOS or COSL in a timely and fair manner and create excellent customer relationships during the process and beyond.

As a Customer Relations Case Officer, you will provide our customers, FOS and COSL with a contact point to a skilled, knowledgeable case officer who has the authority and delegation to act on behalf of the customers. FOS and COSL work together with the relevant business units to have the matter investigated and resolved in a timely, fair and equitable manner.

Key Accountabilities

Customer Relations Operational Accountabilities
  • Responsible for the acceptance, investigation, and timely resolution of complex complaints received from FOS and COSL
  • Ensure all telephone calls/emails and correspondence received are answered or responded to in a timely manner  and all customer contact is recorded in the appropriate systems
  • Ensure all departmental Service level agreements are met
  • Work effectively with the relevant business units and FOS or COSL to obtain required account information for the resolution of a case within agreed SLA time frames
  • Responsible for identifying, analysing and reporting on serious/possible systemic issues
  • Undertake process improvement related projects which are focused towards providing a seamless customer experience
  • Identify and report possible preventable complaints and ensure appropriate coaching is provided
  • Undertake any other task within the CRU assigned by the Department Head when assistance is necessary
Customer and Relationship Engagement Accountabilities
  • Develop empathy and rapport with customers and set and meet customer expectations during the resolution of problems and complaints and promote Citi Brand and Values in all interactions
  • Actively participate in mediation and conciliation of the complaint cases with FOS
  • Build relationships within business units and FOS or COSL
  • Manage and minimise potential escalation of complaints to the media avoiding litigation
  • Participate in improvement initiatives and  make pro-active constructive improvement recommendation


Qualifications and Experience Required:
  • Experience in Dispute Resolution (within a Banking and Finance environment is desirable)
  • Knowledge of external dispute resolution schemes (FOS/FICS/VCAT/Privacy/ASIC/Fair Trading, etc)
  • Strong customer orientation along with customer advocacy skills and ability to problem solve
  • Excellent time management, business writing and communication skills
  • Attention to detail
  • Strong negotiation skills
  • Ability to develop and deepen stakeholder relationships
  • Ability to make independent, impartial and fair decisions in dispute matters
  • Ability to self manage
  • Proven mediation skills and the ability to stay calm and constructive under pressure
When you work at Citi, you'll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.
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Sydney, Nouvelle-Galles du Sud, Australie Sydney Nouvelle-Galles du Sud AU