Client Account Specialist

**Key Responsibilities**:
The Customer Account Specialist serves as the Clients’ primary contact. They provide operational account management at a corporate client level.

The main responsibility is to maintain, strengthen and grow the ongoing relationship with Commercial Card Clients following set up by the implementation team and provide a single access window for client queries and concerns.

The Customer Account Specialist must be able to successfully do the following:

- Ensure a Seamless Transition from Implementation into Business As Usual for new programmes and influence the optimal running of the programme from launch (e.g. low declined transaction rates, appropriate cardholder and group credit limits, Direct Debit set up maximized/late payments managed rigorously)
- Ensure that Front and Back Office are aware of the new client launch and any process exceptions/programme specifics
- Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA) and client decision makers
- Drive consistently high levels of client satisfaction
- Continually increase their own knowledge and understanding of the clients’ card program
- Leverage existing relationships to drive expansion of issuance and spend among current programs (new countries, new entities)
- Frequent proactive client communication. Lead regular conference calls and resulting action plans. Schedule, organize and lead regular client service reviews in collaboration with Commercial Cards Account Management/ Citi wide Relationship Management and other functional areas where relevant
- Influence the client to ensure that their program operates optimally for both them and Citi
- Day-to-day issue resolution with key contacts at the client’s organization with an emphasis on resolving the root causes of any issues
- Issue Escalation - Taking ownership of issues and coordinating fast resolution
- Addressing the root causes of any recurring issues with Citi and Client functions
- Assist the Call Centre and Back Office functions with day-to-day cardholder problem resolution — very little direct contact with cardholders
- Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders
- Managing clients stock of plastic cards (if client specific) and associated collaterals related to card issuance by proactively tracking actual usage against client projections
- Identify trends and carry out margin analysis to ensure smooth operation of the program
- Create Opportunities for Proactive Program Improvement. Practice effective continuous process improvement within Operations and with our clients to reduce errors, bottlenecks and ultimately, costs
- Grow programs through new countries, changes to scope, additional spend types
- Program Maintenance
- Ongoing Program Analysis (Declined transactions, timeliness of payments, Reasons for cardholder contact)
- Engage and coordinate relevant Citi resources as needed to support the Client e.g. Operations, Product, implementations.

**Development Value**:

- Cards business dynamics and Experience of a fast growing Corporate Card business.
- Client relationship management (both over the phone and face to face)
- Planning and execution skills relating to customer portfolios
- Customer management skills (large corporate clients)
- Exposure to Product Management, Front and Back Office, Operational functions
- Analytical skills (service data, program performance data, expansion opportunities)
- Potential progression to more senior CAS role

**Person Specification**

**Knowledge/Experience**:

- Excellent Business to Business Customer Service skills
- Experience of Managing and developing client relationships
- Track record of driving incremental sales in existing relationships
- Knowledge of credit and debit card markets, products and processes
- Operations/Customer Service experience

**Skills**:

- Excellent Presentation & Communication Skills
- ** Bilingual in English and Spanish - Portuguese a plus**:

- Highly articulate, with influential verbal skills and precise written skills
- Strong people skills
- Strong MS Office and system skills
- Analytical & methodical approach
- Highly numerate
- Effectively prioritize time & work to tight deadlines, strong multi-tasking abilities

**Qualifications**:

- 2-5 years of related business experience
- Bachelor Degree
- Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skills, keen attention to detail and excellent time management skills.

**Competencies**
- Ability to work in a pressured environment and multi-task is essential.
- Must be proactive and prepared to investigate issues on own initiative with the minimum of information.
- Excellent communication skills & ability to communicate at all levels.
- Self-motivated and demonstrate high level of initiative.
- Display a high level of attention to detail
- Team player
- Self-motivate