21 января, воскресенье 20:59

Резюме: Service Manager, Product Manager

Номер резюме: 32225

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Москва, West, Center
Уровень з/п
39000 руб.
33 года
Уровень в штатном расписании
  • Специалист

Образование: Высшее

Профессиональные качества и умения


11.2005 - present time
ZAO KB "Citibank"
Customer Service Unit Specialist

Main responsibilities:

- to handle all Customers complaints or queries coming from branches, post offices and also from internet,
- provide customer service within the law regulation and internal policy
- to process investigations on the basis of written and online complains,
- to ensure that all customer queries get resolved in a defined time frames,
- to conduct through investigation on difficult cases,
- to contact other departments for resolution,
- positive interaction with support units,
- to process reversals of bank commissions and fees to Customers' accounts,
- submit MEMOs on fee reversals for signature,
- identify fee reversals reasons
- consult greeters/RMs/CG Executives/Service Managers on how to handle customers issues via telephone

02.2005 - 11.2005
ZAO KB "Citibank"
CitiPhone Banker

Main responsibilities:

- to provide service and perform financial transactions over the phone for the customers,
- to process internal and external funds transfers including budget payment,
- to process cards activation/blocking, PIN codes changing,
- cross-selling of products and services,
- valuate resources available to assist customers,
- provide customers with professional informational and advisory support for all their operational inquiries, issues and concerns: handle customer calls; provide customers with necessary information; train customers on the bank products and services; timely notify customers of issues related to their accounts and payments,
- investigate, analyze and solve service issues and customer problems; work with other units for issues resolution,
- ensure effective teamwork within the Team. Provide support and be effective back up for other members of the Team,
- be knowledgeable of Russian banking regulatory requirements, common principles and standards of Russian and international banking practice, bank products and services to ensure professional customer service,
- be fluent in English to ensure clear understanding of written documents and effective verbal communication with English speaking customers,
- participate in quarterly self-assessment as instructed by Team Leader,
- follow the established operating procedures,
- review and ensure the compliance with internal control, bank requirements and regulations of the CBR, establish measures for elimination of defects found by internal or external audit.



2007 - The Academy of Labor and Social Relations Economic faculty


English: enough for interview


· Word, Excel, Internet, Outlook

· Business Correspondence

· Excellent typing skills (Russian, English)

Personal characteristics that will be useful for the company: analytical mindset, high productivity, purposefulness, communicability, striving for personal and professional growth, excellent ability to work in team, good self-education abilities, ability for business trips.

Special passion: traveling, active sport and cars.

Desirable monthly compensation 1500 USD