Electronic Banking Senior Consulting
Citigroup Inc
Costa Rica,
hace 15 días

Position Objective : Key Responsibilities :

Key Responsibilities :

  • Research and deep analysis of client operation with Citi for Digital Client Profile preparation which will be the main source of information for the Digital Client Journey Map.
  • Review, identify opportunities and analyze the potential plan with Sales Representative and Service manager in order to have a coordinated approach with the client
  • Based on a Weekly client visits plan, research on understand the client needs, build and communicate the best and efficient way to fulfill needs with the Digital Channels and Electronic Banking Solutions
  • Provide high Class service to the top tier corporate clients, identifying root causes and implementing action plans to improve customer experience
  • Support and execute the Solutions Communication plan to the clients within the scope of the Digital journey initiative
  • Guarantee high quality and proactive service base across the Digital initiatives
  • To achieve that the answers to the clients fulfill the time requirements, quality in the information, security and confidentiality.
  • Oversee compliance relative with the confidential information.
  • Identify opportunities to develop process improvements.
  • Be aware and report in detail any problem with the digital channels and electronic banking products.
  • Acquire all the knowledge and have the tools to provide support the job assignments
  • To register all requirements received and sent to the customer allowing traceability in customer service process.
  • Support regional & Local project regarding digital channels and electronic banking products ( platforms migration, new enhancements implementation, etc)
  • Design, document and lead projects to top tier corporate clients in order to improve Operational processes between client and Citi.
  • Leading / Collaborate on projects or initiatives as assigned by management
  • Document activities assigned for projects and keep management apprised of progress through regular updates
  • Direct responsibility for the incremental of the adoption and maintenance of CitiService users within the clients contacts as per country and regional plan
  • Perform and document analysis of current technical and operational processes and make recommendations for potentials improvements
  • Specific Knowledge :

  • Bachelor Degree in Economics or Business Administration, Technology or Systems Engineering
  • Fluent English
  • Basic to Intermediate Project Management skills
  • Client service management
  • TTS Products
  • Corporate policies & compliance
  • Computer proficiency
  • Advanced knowledge and proficiency Excel, Word, Power Point
  • Previous Experience :

  • At least 4-5 years in financial industry
  • Customer Service or Client Experience related jobs
  • Corporate solution implementations
  • Specific Skills :

  • Client satisfaction Oriented
  • Customer experience approach
  • Process improvement oriented
  • Analytical point of view
  • Excellent planning and organizational skills
  • Excellent written and verbal communication skills
  • Proactiveness / Initiative / Creativity / Innovation
  • Excellent affinity and relationship skills
  • Results oriented
  • Teamwork / Interpersonal Skills
  • Corporate ownership
  • Yes, 10 % of the Time

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