The Digital Client Support team closely cooperates with Citi Service teams, Bankers and Product teams. Digital Client Support serves as 1st point of contact for corporate and commercial clients. The primary role is to train and provide day to day assistance to clients. The role requires native Romanian and advanced level of English language knowledge. Hungarian, Bulgarian, Czech or Slovak language skill is an asset. The Digital Client Support Specialist is responsible for assisting in customer related activities especially training clients to the various modules and services of Citi’s electronic banking platforms, and providing resolution in coordination with the Customer Service teams. The overall objective of this role is to address external customer issues and provide ongoing customer service support via phone and email and logging each client and internal inquiry in Citi’s tracking system.
Responsibilities:
Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
Conduct necessary analyses to address client needs
Communicate resolutions to clients
Develop and maintain client portfolio through regular calls and face to face interaction, as needed
Inform clients about problems (system failures, market issues) and provide regular resolution updates
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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Provide training from entry to advanced level of users of Citi’s electronic banking platforms
Prepare generic and client specific training materials
Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
Conduct necessary analyses to address client needs
Communicate resolutions to clients
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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Requirements:
2+ years of relevant experience
Experience in customer service
Adequate computer user (MS Office)
Consistently demonstrate clear and concise written and verbal communication
Proven investigative and analytical skills
Demonstrated ability to present concepts and influence change
Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
Proven ability to work under limited supervision within a team environment
Strong Technical background including internet application knowledge
Strong network/infrastructure knowledge
Bachelor’s degree/University degree or equivalent experience
Benefits:
Competitive compensation package with a wide range of benefits
Access to a wide variety of learning and development programs, online course libraires and upskilling platforms, such as Udemy and Degreed
Flexible work arrangements to support colleagues’ in managing work – life balance
Continuous career progression opportunities across geographies and business lines
Inclusive and friendly corporate culture
Socially active employee communities with diverse networking opportunities
Apply via :
jobs.citi.com
