דרושים Bilingual French/english Escalation Specialist ב-Citi Group ב-קנדה

Key Responsibilities:

• Provide best-in-class support service to a geographically diverse user base

• Communicate clearly and concisely - executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion.

• Generate sales leads from client inquiries regarding platform content or capabilities.

• Strong process awareness and ability to manage incidents, problems and customer escalations.

• Prioritize criticality of the requests within the shift ensuring important requests are given due priority.

• Liaise with partner support teams for request processing and escalations.

• Collaborate effectively with colleagues globally, sharing information and knowledge effectively.

• Strong leadership skills and ability to mobilize and influence teams, both internal and external that are not in direct reporting line.

• Fully understand and comply with all audit, regulatory and compliance directives.

Qualifications:

• Bachelor’s degree or equivalent experience

• Experience and/or knowledge of financial & banking industry is a plus

Knowledge/Experience:

• Minimum 2 years' experience in Financial or IT industry. Client Servicing experience is a plus.

• Good analytical skills and understanding of workflow processes.

• Working experience in a global environment with multiple geographies is a plus.

Skills:

• Ability to prioritize a wide variety of tasks and inquiries to achieve optimal client-servicing performance

• Ability to multi-task and manage issues from start to finish with good communication and teamwork skills

• Ability to work with different departments within the Institutional Markets business as well as across the wider Citi organization to ensure incoming inquiries are properly handled

• Enjoy working in a dynamic environment with curious and positive mindset

Competencies:

• Excellent verbal, written and interpersonal communication skills

• Ability to think clearly, analyze and resolve problems with good judgment

• Ability to work at strategic and tactical operational levels

• Ability to promote positive work environment

Time Type:

Responsibilities:

• Lead and develop a team of 15-25 care professionals and ensure they consistently meet performance metrics and provide effective customer service to Citi’s clients
• Develop leaders and their skill set and provide growth opportunities through guidance and mentorship in conjunction with succession planning
• Evaluate team’s performance and makes recommendations for staffing, pay increases, promotions, terminations, staffing, etc.
• Create and execute realistic action steps and timelines for the team with a strict attention to details and performance
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Achieve team performance excellence to ensure high quality and high volume productivity
• Recruit, hire and build a team of highly productive candidates through coaching, collaboration and motivation of staff
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 2-5 years of relevant experience in a Customer Service role
• Proficient project management skills
• Effective written and verbal communication
• Influencing and relationship management skills
• Proficient with Microsoft Office

Education:

• Bachelor's/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.

Must be fluent in French and English.

Time Type: