Inbound Customer Service Agent

**Overview**

Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.

> Professional environment, actual care and concern for the clients and customers, fantastic benefits, amazing ways to give back to the community. Call Center Customer Service Representative, Gray TN

> Great retention and advancement opportunities with Citi. The company is committed to increasing customer excellence both internal and external. Mortgage Default Collections, Florence, KY

> Great pay, benefits, flexibility I've been with the company since 2000, relocated to different locations and love my job. Customer Service Representative, Jacksonville FL

> Company strives to not only provide the best customer service but also strives to provide a great environment for their employees and provide employees with services to keep them happy as well. Customer Service Representative, Boise ID

> Professional environment, actual care and concern for the clients and customers, fantastic benefits, amazing ways to give back to the community. Call Center Customer Service Representative, Gray TN

> Great retention and advancement opportunities with Citi. The company is committed to increasing customer excellence both internal and external. Mortgage Default Collections, Florence, KY

> Great pay, benefits, flexibility I've been with the company since 2000, relocated to different locations and love my job. Customer Service Representative, Jacksonville FL

> Company strives to not only provide the best customer service but also strives to provide a great environment for their employees and provide employees with services to keep them happy as well. Customer Service Representative, Boise ID

> Professional environment, actual care and concern for the clients and customers, fantastic benefits, amazing ways to give back to the community. Call Center Customer Service Representative, Gray TN **Responsibilities**

The Service and Sales Specialist is an entry level position responsible for responding to service inquiries through inbound telephone and mail communications in coordination with the Customer Service team. The overall objective of this role is to provide resolution to client inquiries while identifying cross sell opportunities.

**Responsibilities:**

* Provide customer service to existing clients, including first contact resolution, answering inquiries, addressing concerns, resolving complaints, and providing training assistance

* Participate in engagement campaigns to potential and existing clients to increase growth opportunities

* Assist office staff with client credit applications and transaction processing

* Analyze disbursement reports and assist providers with account reconciliation

* Assist dealers with processing transactions via Point of Sale (POS) Terminals, website, Interactive Voice Response (IVR), and VeriFone

* Order, replace, and track provider enrollment kits and marketing information

* Process test transactions for initial setup and applications for prospective providers as well as retrieve, update, and store provider data in all appropriate systems

* Retrieve, update, and store provider data in all appropriate systems

* Place outbound welcome, marketing, and sales calls to new, potential, and existing providers, as well as schedule training sessions

* Update information for change of address and bank info changes and perform department assistance functions as assigned by management

* Assist in reviewing all setups and Merchant Non-Monetary transactions, create new merchant setups in Sales Assist, VeriFone, and Web, and provide merchant specialty reporting

* 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 within customer service, call center, or retail preferred

* Experience with relationship building with internal and external customers

* Retrieve, update, and store provider data in all appropriate systems

**Education:**

* High School diploma or equivalent

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Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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 .

To view the "EEO is the Law" poster. To view the EEO is the Law Supplement .

To view the EEO Policy Statement .

To view the Pay Transparency Posting .

I first started working in customer service in retail. I spent a lot of time helping people find things and answering questions about products. I learned early on that sometimes people dont know what they need, so its important to ask questions and get to know your customer a little.

My day is spent reviewing disputes with our card members and helping them understand the current status of their dispute. Educating our card members about their disputes is very important, as its a confusing process. I like the challenge that is presented. Every call is different and finding the solution can sometimes be more complicated than it appears.

Every call, even calls about the same kinds of disputes, can be different. This can keep the calls fresh and prevent you from settling into a boring humdrum of repetition. The people that I work side-by-side with are great.

Patience and empathy. A lot of calls are from people who dont understand the process and want to know why a charge was put back on their account. We have to take the time to understand their point of view and educate them on the best path to take to move the dispute forward.

Dont take things personally. Youre going to occasionally get a call where someone is mad and they are yelling. These people are mad at a situation, not at you. Also, if you dont know the answer, take the time to ask someone.

Citi is full of opportunities There are many different departments and various opportunities to move up. Work hard and stick with it and you can achieve any kind of goal.

The environment at Citi is great. Theres a certain solidarity in Citi amongst everyone. Also, hard work pays off and is recognized.

Citi cultivates a culture of oneness and respect. I can talk to anyone from anywhere in the country in Citi and get the sense that were on the same team. Ive seen this company bend over backwards to go out of its way to help its employees and accommodate them. Theres a very real sense that Citi cares.

My day-to-day job entails speaking with escalated customers by phone. My job consists of reviewing customer accounts and making decisions based on specific account scenarios. As a phones supervisor, what I like most is having the entitlements to help the customer if the situation warrants it or their account qualifies. I also deal with a lot of one-off situations that arent very common, which makes the job interesting, too.

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