4 days old

Digital client Support Specialist (French)

Citigroup
Dublin, CA 94568
The role is within the Digital Client Support team for Western Europe based in the Dublin Service Centre.


The Customer Service Analyst will be responsible for proactively working with key internal relationships to provide support to TTS client ops clients and be a strong support to the team leader and section manager.


This will include handling technical support escalations and engage with clients using the most efficient method to resolve the query or liaise with higher levels of support to investigate further.


These roles are specific to handling Tech support for EBICS where French is required and deliver technical support in English on the wide range of Citi products across multiple applications.


**Responsibilities:**


+ Provide technical support in respect of all Digital Client support applications.

+ Investigate digital support inquiries, providing regular updates to both clients other stakeholders and direct colleagues.

+ Be accountable for all aspects of delivery and monitoring of the key performance measures that determine our delivery effectiveness by achieving monthly and weekly goals for investigation resolution.

+ Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly.

+ Collate and report key team performance metrics (MIS).

+ Continually seek quality and process improvements and proactively identify issues and trends through the review of MIS

+ Root cause analysis and proactively working with teams to address any issues / trends highlighted.

+ Lead by example with adoption of department standards on Email Etiquette, monitoring and tracking improvements, on the spot feedback culture when standards not applied

+ Represent Digital Client Support in cross-departmental meetings, knowledge forums and client conference calls as required.

+ Comply with all corporate policies and practices and adhere to audit and regulatory requirements.

+ Support team leader and section manager compiling team communication on 'Who's Who' to increase awareness of R&R's outside of teams, and ensuring that Product/Coverage etc are only brought into queries when required

+ Be innovative through reviews of processes within each team, ensuring all tools are optimised

+ Support delivery of support in line with the intensity model

+ Participate in CAR & VOC processes for department, ensuring engagement for all stakeholders to increase client satisfaction

+ Provide support on Client Experience projects


**Qualifications:**


Specific qualifications, such as a degree, are not necessarily required for the role. Focus is placed on previous work technical experience, current skills and overall abilities. French or multiple major European Language(s) is required


**Skills:**


+ Client-focussed constantly seeking to improve the client experience.

+ French or multiple major European Language(s).

+ Ability to understand our clients environments and processes to incorporate solutions that will

+ Organisational

+ Problem solving

+ Attention to detail

+ Good analytical skills

+ Ability to influence others

+ Good MS Office skills

+ Strong communication skills (both written & verbal) at all organisational levels

+ Fluent in French/Portuguese and German in addition to English

+ Ability to work efficiently within team environments and as an individual contributor.

+ Ability to efficiently plan and organise own workload

+ Ability to learn new software applications rapidly

+ Customer service focus and ability to work with all levels of the organisation


**Development Value:**


This position provides opportunities to:


+ Learn the full range of Cash Digital Support banking products and become Subject Matter Expert in identified products and gain new skills & knowledge of operational processes

+ Interact with top-tier clients and build strong client relationships.

+ Develop problem solving and organisation skills.

+ Be part of a team that delivers a high value service and makes a difference every day.

+ Project management experience and exposure

+ Business analysis experience and exposure

+ Leadership development


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**Job Family Group:**


Customer Service

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**Job Family:**


Institutional Customer Service

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**Time Type:**


Full time

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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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .


View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .


View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .


View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

Categories

Posted: 2022-05-13 Expires: 2022-06-12

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Digital client Support Specialist (French)

Citigroup
Dublin, CA 94568

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