Assoc Customer Svc Analyst2

Business/ Department_
- Objectives:_

DCS (Digital Client Services) team is responsible for providing necessary support to clients & internal stakeholders around CitiDirect maintenance / follow-up & closure, CitiDirect Training & service support.
- Core Responsibilities:_

1. Internal & External Stakeholder Management

2. Resolution Management

3. Supporting Business Initiatives & project management
- Day-to-Day Responsibilities:_

The primary responsibility is to provide a tailored top quality customer service to Citi’s clients for Digital platform alongside managing maintenance, training and service support for our clients.
- Addressing CD maintenance related exception, reaching out to relevant stakeholders & maintaining rigorous follow up on pending issues until resolved. Sharing timely updates with clients on their ongoing issues & status updates
- Manage and address technical queries from client, Operations team and in-country technical teams.
- Track and manage resolution for cases escalated to senior level support team, both internal and external)
- Conduct training sessions, Live meeting with external clients for troubleshooting & resolution
- Work closely with Maintenance Team, Technology team, Product & Channels teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries.
- Challenge status-quo and improvise new ways of solving problems
- Conduct client consulting and introduce best practice to client on Citi Digital banking platform
- Become a single point of contact for all stakeholders across Digital Banking/innovation lifecycle and work with internal and external partners to deliver solutions with a service and client benefit for Citi.
- Education:_

A bachelor’s degree or post-graduate qualifications (Innovation/Digital Banking field desirable)
- Experience:_

7-8 years of experience in digital banking domain

OR

Post Graduate (preferably Finance) - 5+ years of experience in a similar role of Digital banking domain
- Skills:_

**Core**:
Knowledge on Window’s and Apple’s environment setting, such as Java, IE/Safari Good understanding of basic Host to host protocols and encryption types

Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries Deep knowledge of institutional banking business

Hands-on experience dealing with clients and senior stakeholders / buying centers to drive meaningful outcomes

Ability to work under tight timeline as there will be Service Level Agreements to follow depending on the severity of the issue.

**Competencies**:
Work effectively in cross-organizational situations and be enthusiastic about delivering quality solutions while working with world-class teams, processes and tools.

Embraces feedback from others to make changes to improve impact and effectiveness

Highly effective written and oral communication skills Excellent organizational, program and project management skills.

Demonstrate excellent technical knowledge and equally enthusiastic about business acumen.

Promote teamwork and maintain effective communication within and across groups.

Promote and drive continuous process improvement especially in code quality, testability & reliability
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **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.

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