Digital Client Support Senior Analyst Kiev, Ukraine 01/15/2020 hos Citi


Kiev, Ukraine
Digital Client Support Senior Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to ensure correct maintenance customer profile and provide technical support of clients using Digital Client`s solutions of the Bank , address external customer issues and provide ongoing customer service support.
Responsibilities:
  • Responsible for customer interaction, documentation issuance, review and system setups. Demonstrates high level of diligence, motivation and organizational skills.
  • Focuses on timely and accurate delivery of all system maintenance as security administrators according to Citigroup policies and corresponding procedures, as well as delivering superior customer service and resolution of customer issues.
  • To ensure performing correct setup of new clients according to provided documents and clarifications from TTS Implementation team (in case difficult scheme);
  • To ensure providing customer support during calls and correspondence on high professional level
  • To ensure performing customer trainings and Web Academy sessions
  • Conduct necessary analyses to address client needs
  • Communicate resolutions to clients
  • Inform clients about problems (system failures, market issues) and provide regular resolution updates
  • Responsible for generation the securities keys of NBU and Exim, ensures clear correct track, developing of orders, safekeeping of all related records and update of required procedure of actions.
  • To prepare and keep updated related documentation including process manuals and procedures of the function;
  • To track customer inquiries (both incoming and outgoing, both on-line and off-line) in STaRS according to the established procedure, preparation of KPI reports;
  • To support electronic archive scanning into CitiDocs;
  • To perform other duties by special assignments.
  • 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 years of relevant experience
  • Experience in customer service preferred
  • Strong technical skills
  • Fluent Ukrainian, Russian, English
  • 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

Education:

  • Bachelor's degree/University degree or equivalent experience

  • ------------------------------------------------ Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - UA
  • ----------------------------------------------------- Time Type :Full time
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