Citi ESC Service Desk Representative in Budapest, Hungary

  • Primary Location: Hungary,Budapest,Budapest

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17065101

Description

Job Purpose:

As the ESC Payables Operations Service Desk Senior Representative is responsible to respond courteously, accurately, and professionally to inbound calls and emails from Citi employees and Citi customers for all, or a combination of Procure To Pay (P2P) Accounts Payable, P2P Procurement, CTE Expense Reimbursement, Citi Travel Expense, and Citi Directory Assistance inbound inquiries.

Provide solutions, reports analysis, supports end-to-end inquiries, and VT resolutions. The position has an active participation driving process improvements, team work, costumer service, and system expertise and compliances solutions.

Also needs to drive projects towards Payables Corporation goals and requires strong interaction with global Payables counterparts and other external parties.

Job Background:

The role sits within the Accounts Payable team in Citi Shared Service Centre in Budapest.

Key Responsibilities:

• Prepare and respond to voice or email inquiries from Citi employees and vendors who call or write to one of our email assistance addresses for the services listed above

• Ability to handle customer complaints and the resilience and tenacity to ensure the query is resolved in an efficient and timely manner

• Escalate to a Manager any calls or emails that are sensitive in nature to our reputation

• Accurately prepare individual metrics at the end of each business day to be consolidated with the group's performance

• Monitor system performance, escalating technical-related issues to management or via trouble ticket escalation

• Follow up customer queries and check resolution where necessary to ensure satisfaction with the response

• Track and document all customer contact.

• Follow up customer queries and check resolution where necessary to ensure satisfaction with the response

• Continuously improve call handling skills, systems knowledge, communication skills and knowledge of customer base

• Have an active participation driving process improvements, customer service, and system expertise and compliances solutions.

• Able to be multi-task and move among sub-processes with short notice.

• Increase flexibility by learning additional products/services.

• Ensure high-levels of Customer Service and satisfaction in a challenging Shared Services environment.

Any individual joining or working within O&T at Citi will also be expected to be an exemplar of the following Operating Principles and will be assessed and asked to demonstrate evidence against these principles where applicable during the selection process:-

• Treat everyone with dignity and respect.

• Create an environment where talent thrives.

• Act with urgency, courage and conviction.

• Inspire excellence - be the standard.

• Be accountable - own the outcome.

• Be unselfish - empower others.

• Reward results - promote meritocracy.

• Act with integrity - do what is right.

• Collaborate - be a team Leadership – it begins with you.

Development Value:

Opportunity to gain in-depth knowledge of AP Operations.

Working with Citigroup business and people across the globe.

Exposure to Local and Regional Management.

Qualifications

Knowledge and Experience:

• At least 1 year of accounts payable experience, preferably in operational environment is a plus.

• Customer service background, preferably in a fast-paced call center environment where handling a high volume of inbound calls is a plus.

Skills:

• Superior command of English language

• Excellent spoken and written communication skills

• Good analytical abilities in order to determine the best course of action when encountering a customer service issue

• Strong degree of reliability

• Team player.

• Excellent customer service

• Good personal computer systems skills.

• Microsoft Office (Word, Excel) knowledge.

• Good verbal and written communications skills

Qualifications:

• Higher degree is preferred

Competencies:

• Good prioritization skills and time management is a must.

• Flexibility to work additional hours outside of normal schedule when required

• Very reliable in terms of attendance requirements

• Works well under pressure in accounts payable environment

• Good adapting to change.