Citi Group Digital Client Support Officer - C11 BOGOTA 

Colombia, Antioquia, Medellín 

245801881

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Research and analyze client service requests, operation, and digital profile to define an action plan to promote adoption of Digital Channels and Electronic Banking Solutions.
• Coordinate sessions with clients to understand their needs and provide advice on the benefits of using Digital Channels and Electronic Banking Solutions.
• Deliver client training of digital product based on client’s needs.
• Provide coaching and support to team and serve a point of contact for escalations
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Have an advisory mindset with the client to ensure the accomplishment of our digital strategy.
• Provide high Class service to the top tier corporate clients, identifying root causes and implementing action plans to improve customer experience
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalate customer feedback, processing delays and errors appropriately
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• 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:

• 3-5 years of experience in a related role
• Client facing experience.
• Excellent public presentation skills.
• Proactive/Creative/InnovativeMindset
• Client and results oriented
• Bilingual in english, must be able to maintain fluent communications with clients.
• Tech support experience.
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education:

• Bachelor's degree/University degree or equivalent experience

Time Type:

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