Nam Chat Ops Rb- C09

2 weeks ago

Pune, India Citi Full time

Description:
**Responsibilities**:

- Primarily responsible to handle Escalated Chats (Second levle) for NAM Based clients & Provides high level of service to our clients.
- Drive unit level projects & takes ownership of allocated work
- Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metric
- Assist in performing the monitoring review that augment the principles defined per ARCM (Activity, Risk, Control & Monitoring)
- Minimizes risk to the bank through knowledge of procedural requirements - understands and monitors errors to suggest solutions to reduce errors, and to adhere to audit and control policies
- Applies analytical thinking and methodologies to identify process improvements;Interprets data and contributes to recommendations for process improvement
- Utilizes strong communication, interpersonal and diplomacy skills to interact with colleagues and stakeholders, and to exchange potentially complex/sensitive information, while being sensitive to audience diversity
- Consistently reach business-defined performance indicators with urgency and commitment
- Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
- Conduct regular process reviews to identify improvements
- Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
- Serve as a role model in a culture of accountability, integrity and respect
- Follows established procedures to identify and resolve problems related to processing activities that require investigation or research and makes recommendations to management to support process improvement
- Create and facilitate training sessions & promote an environment of open communication
- Timely escalation of all requests / inquiries / issues / errors
- Share regular feedback to agents/associates and also train and coach agents/associates

Qualifications:

- 5 - 6 relevant experience preferred (combination of education/experience)
- Excellent written and verbal communication skills Ability to perform under pressure Ability to manage multiple tasks and priorities Ability to function independently.
- Proactive leadership and motivational skills
- Proven organization and time management skills
- Demonstrated problem-solving and decision-making skills

**Education**:

- Bachelor’s degree/University degree or equivalent experience

Preferred Personal attributes
- Highly motivated & self-driven - Result orientated - Customer orientated - Analytical thinking Shift of operations: - US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week. - Experience in Live Process (Chat Preferred)
- **Job Family Group**:
Operations - Core
- **Job Family**:
Operations Support
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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