The Program Administrator Service Specialist (PASS) main responsibility is to manage and lead the on-going relationship with Commercial Card Clients (Regional corporate clients with a Small to medium size cards program) following implementation. This includes driving client satisfaction, program optimization and acting as a point of escalation for Customer Services. PASS and clients are matched taking these factors and others like language needs/product specialism into account. PASS provides a single Citi window for the client through proactively driving consistently high level of client satisfaction.

Responsibilities:

The PA Service 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 PA Service Specialist must be able to successfully do the following:

• Be a single point of contact, Post Implementation for Clients and their Program Administrators (PA)
• Drive consistently high levels of client satisfaction
• Continually increase their own knowledge and understanding of the clients’ card program
• Frequent proactive client communication.
• 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 organisation 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 Center and Back Office functions with day-to-day cardholder problem resolution
• Reconciliation of client financials relating to inbound payment files for onward crediting to individual cardholders
• 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.

Qualifications:

• 2-3 years of customer service experience
• No specific academic or professional qualifications are necessary
• Candidates must be strongly customer-oriented
• Self-motivated, highly energetic, analytical problem solvers, and possess good relationship management skills, keen attention to detail and excellent time management skills.

Knowledge/Experience:

• Excellent Business to Business Customer Service skills
• Experience of Managing and developing client relationships
• Knowledge of credit and debit card markets, products and processes
• Operations/Customer Service experience

Skills:

• Excellent Presentation & Communication Skills
• Highly fluent in English and Spanish and/or Brazilian Portuguese
• 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

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-motivated, highly energetic, analytical problem solvers, and possess strong relationship management skills, keen attention to detail and excellent time management skills.
• Candidates must be strongly customer-oriented

Education:

No specific academic or professional qualifications are necessary

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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

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