CITI Bank Jobs Digital Client Support Specialist

November 9, 2023 admin

CITI Bank Jobs Digital Client Support Specialist

Position: Digital Client Support Specialist

The Customer Service Analyst 1 is 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.

Location: Karachi

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
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:

Previous relevant experience preferred
Experience in customer service
Proven investigative, analytical and risk management skills
Demonstrated ability to present concepts and influence/lead change
Consistently demonstrate clear and concise written and verbal communication
Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

Education:

Bachelor’s degree/University degree or equivalent experience
Provide technical support in respect of all Digital Support applications.
Investigate cases escalated from first level support, providing regular updates to both clients and colleagues.
Be accountable for all aspects of delivery and monitoring of the key performance measures that determine our delivery effectiveness by achieving monthly and weekly goals for investigation resolution.
Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly.
Collate and report key team performance metrics (MIS).
Continually seek quality and process improvements and proactively identify issues and trends through the review of MIS
Root cause analysis and proactively working with teams to address any issues / trends highlighted.
Lead by example with adoption of department standards on Email Etiquette, monitoring and tracking improvements, on the spot feedback culture when standards not applied
Represent Digital Client Support in cross-departmental meetings, knowledge forums and client conference calls as required.
Lead by example with adoption of department standards on Email Etiquette, monitoring and tracking improvements, on the spot feedback culture when standards not applied
Be innovative through reviews of processes within each team, ensuring all tools are optimised
Support implementation of intensity model.
Ensure clients response to our VOC survey which is key tool to gauge client satisfaction level for services offered
Provide support on Client Experience projects
Spearhead Client Administrative Services (CAS) implementation for clients
Continually seek quality and process improvements.
Represent Digital training team in cross-departmental meetings, knowledge forums and client conference calls as required.
Comply with all corporate policies and practices and adhere to audit and regulatory requirements.
Provide clients with trusted advice that will enable them to fully appreciate the capabilities of Citi’s digital product range with detailed analysis on best practices and adopting a streamlined approach, creating efficiencies, and increasing the client experience.
Provide support to our partners in Sales, Implementation, Product, Relationship, Technology, and Operations to ensure that Citi are able to leverage the capabilities of digital products and solutions. Apply