DCS (Digital Client Services) team is responsible for providing necessary support to clients & internal stakeholders around CitiDirect maintenance / follow-up & closure, CitiDirect Training & service support.
1. Internal & External Stakeholder Management
2. Resolution Management
3. Supporting Business Initiatives & project management
The primary responsibility is to provide a tailored top quality customer service to Citi’s clients for Digital platform alongside managing maintenance, training and service support for our clients.
A bachelor’s degree or post-graduate qualifications (Innovation/Digital Banking field desirable)
7-8 years of experience in digital banking domain
Post Graduate (preferably Finance) – 5+ years of experience in a similar role of Digital banking domain
Knowledge on Window’s and Apple’s environment setting, such as Java, IE/Safari Good understanding of basic Host to host protocols and encryption types
Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries Deep knowledge of institutional banking business
Hands-on experience dealing with clients and senior stakeholders / buying centers to drive meaningful outcomes
Ability to work under tight timeline as there will be Service Level Agreements to follow depending on the severity of the issue.
Work effectively in cross-organizational situations and be enthusiastic about delivering quality solutions while working with world-class teams, processes and tools.
Embraces feedback from others to make changes to improve impact and effectiveness
Highly effective written and oral communication skills Excellent organizational, program and project management skills.
Demonstrate excellent technical knowledge and equally enthusiastic about business acumen.
Promote teamwork and maintain effective communication within and across groups.
Promote and drive continuous process improvement especially in code quality, testability & reliability
Job Family Group:
Institutional Customer Service
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