The Fraud & Billing Dispute Specialist (Customer Service Representative 5) is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards

• Develop and maintain client portfolio through regular calls and face to face interaction, as needed

• Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools

• Inform customer about problems (system failures, market issues) and provide regular resolution updates

• Escalate customer feedback, processing delays and errors appropriately

• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base

• Ensure adherence to all departmental standards and maintain control environment

• 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 in customer service and/or finance

• Proficient in Microsoft Office

• Proven critical thinking and crisis management skills used to problem solve and make decisions

• Consistently provide attention to detail to ensure accuracy

• Consistently demonstrate clear and concise written and verbal communication

• Consistently deliver high-quality customer service with focus on building client relationship and achieving results

Education:

• High school diploma or equivalent

The overall objective of this role is to address external customer dispute issues and provide ongoing customer service support primarily for end-to-end Merchant Disputes including incoming calls and back-end processing as well as Fraud Dispute Processing.

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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 review Accessibility at Citi.

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