[Hiring] Bilingual Customer Service Advocate @Citi

Role Description

Are you passionate about delivering exceptional client experiences and making a real difference at the first point of contact? At Citi, our Customer Service Advocates are the voice of the bank — resolving client inquiries across multiple platforms, protecting client relationships, and ensuring every interaction reflects the high standards our customers deserve. This is an entry-level opportunity to build a meaningful career within one of the world's leading financial institutions, where your impact is felt from day one.

• Serve as the first point of contact for clients by handling inbound client calls, evaluating, and resolving inquiries across multiple channels to deliver timely, accurate, and effective solutions.
• Navigate multiple computer systems and customer service platforms concurrently to address account inquiries and complete assigned tasks with accuracy and efficiency.
• Build and maintain working knowledge of Citi's products and services to provide informed, relevant support tailored to each client's needs.
• Identify potential risks within client interactions and apply sound judgment to determine solutions that meet client needs while protecting the business.
• Uphold compliance standards in every client interaction, ensuring decisions reflect ethical conduct, regulatory requirements, and Citi's policies.
• Deliver a consistently exceptional client experience, measured against defined service metrics, with a focus on first-call resolution.
• Resolve client disputes and retain relationships by following established guidelines and regulations, minimizing operating loss and maintaining trust. (BDEU ONLY. Remove for all other positions)

Qualifications

• 1–3 years of experience in a customer-facing, or service-oriented role, with a demonstrated ability to effectively handle and resolve client inquiries.
• Proficient in Microsoft Office and Windows operating systems, with excellent data entry skills.
• Clear and confident communicator — both verbally and in writing — with the ability to engage clients professionally across different situations.
• Able to manage multiple systems and platforms simultaneously in a fast-paced environment without compromising accuracy or service quality.
• High School diploma or equivalent.
• Must be bilingual - Fluent in French and English.

Requirements

• Starting pay for this position is $25.38 per hour ($49,500 annual) up to $27.95 per hour ($54,500 annual).
• Work from home - Mississauga Ontario Canada.
• Work from home - London Ontario Canada.
• Work from home - Ottawa Ontario Canada.
• Full time only 37.5 hours per week.
• Ability to work a shift as assigned during business hours operation including statutory holidays and weekends.
• Must be able to work until 9:00pm M-F.
• Must be able to work until 6:00pm Saturday / Sunday.
• Must have High Speed internet - Minimum connection speed of 10.0Mbps and Downstream 3.0 Kbps. Dial-up, satellite, and WI-FI internet is not supported.
• Must have dedicated quiet workspace.

Benefits

• Day 1 Health Coverage: Medical and Dental.
• Culture Built for Success: Thrive with flexible work strategies and a vibrant, collaborative community that champions your growth.
• Financial Future: Retirement and Savings Plans.
• Work-Life Balance: Generous paid time off including vacation and holidays.
• Health & Wellness Support: Confidential mental health resources and assistance programs.