CUSTOMER SERVICE OFFICER - GUAM, CITIBANK, N.A.
Handled Customer Service Operations for Citibank-Guam clients; Ensured that the group attains monthly service level by resolving customer concerns within the bank’s standard turn around time; Monitored suitable disposition of credit card and bank customers’ requests and complaints by ensuring timely responses; Handled Customer Service/Investigations processes for Citibank Philippines as Back-up Officer. CITIPHONE OFFICER, CITIBANK, N.A. Ensured that all customer inquiries and calls through the phone and through the branch are promptly and properly answered. Achieved timely and satisfactory resolution of all customer complaints and inquiry. Increased problem-resolution rating of Bank and Cards businesses through timely and accurate handling of customer correspondence. Analyzed complaints to determine what caused them and corrected deficiencies in processing, operations, procedures and policies. Drafted consumer-friendly responses based on findings, taking into account office guidelines. Monitored customer communication, particularly complaints to institute proposals leading to problem-elimination and efficient problem-resolution. Performed account maintenance functions (i.e. blocking of accounts, change in address). |
