NAM Digital Client Support - CitiConnect for Files Helpdesk

The Customer Service Intermediate Associate Analyst is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices; demonstrates good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end.
• Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
• Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
• Resolves inquires and manages customer issues based on empowerment grid to higher prescribed limits.
• Mentors and trains new Client Experience Specialists.
• Uses excellent communication skills to exchange information in a concise manner, as well as be sensitive to audience diversity
• 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-5 years relevant experience
• Experience in client facing level 1 tech support or client service •
• Excellent attention to detail and excellent problem-solving skills •
• Excellent interpersonal, verbal & written communication skills •
• Ability to thrive in a high-volume team environment •
• Ability to educate clients on navigation and functionality in a virtual environment •
• Experience working directly with clients •
• Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product teams •
• Excellent organizational, time management, and prioritization skills

Education:

• Bachelors/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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