Digital Client Support Analyst at Citi

• 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