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
Basic to Intermediate Project Management skills
Client service management
Corporate policies & compliance
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
Teamwork / Interpersonal Skills
Yes, 10 % of the Time
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