The Client Mgmt Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Responsibilities:
CitiDirect incremental implementation:
Ensure client electronic banking entitlement instruction is clear, and setup requirement is executed rigorously with high quality.
- Ensure client requirement is processed with defined SLA, sharing timely updates with client on the ongoing issues & status updates, ensure all pending issues are resolved.
- Adhere internal policy and process strictly, ensure client electronic banking onboarding documents comply with audit and regulatory requirement.
- Provides support and guidance to service partners to ensure a seamless client experience across regions.
- Acts as client advisor in the client's interest while driving cross-regional & cross-functional process improvement opportunities
Resolution Management and channel support:
- Manage the problem resolution of advanced production support issues related to CitiDirect for Cash and Trade, CitiConnect for Files, CitiConnect API. Provide support to host to host clients, i.e. connectivity, encryption and file format queries.
- Manage and address technical queries from client, operations team and technical team.
- Track and manage resolution for cases escalated to upper level support team if need, ensure issues are solved completely.
- Work closely with GIDA maintenance team, technology, product, vendor, and other internal teams to resolve system issues/defects, bug fixes and address client's queries.
- Challenge status-quo and improvise new ways of solving problems.
- Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
- Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
Training and client consulting:
- Conduct client training via classroom, live meeting or onsite visit, perform troubleshooting via Zoom or Chatbot.
- Conduct client consulting and introduce best practice to client on Citi online banking platform.
- Single point of contact for all stakeholders across electronic banking/innovation lifecycle and work with internal and external partners to deliver solutions to benefit client, contribute valuable feedback on product enhancement.
Support Business Initiatives & project management:
- Support Client Experience and digital transmission initiative, leverage all chances to promote product new capability, such as Biometrics and Mobile Pass login, Citi Payment Insight, ChatBot, Payment Outlier detection etc..
Qualifications:
- 5-8 years relevant experience.
- Previous experience in client facing level 1 tech support or client service.
- Excellent attention to detail and strong problem solving skills.
- Excellent interpersonal and verbal & written communication skills.
- Ability to thrive in a high volume team environment.
- Ability to educate clients on navigation and functionality in a virtual environment.
- Experience working directly with clients.
- Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc. team.
- Excellent organizational, time management, and prioritization skills.
- Good skills on Microsoft Office, Excel, PowerPoint.
- Good communication skills, knowing Chinese language and other local dialect add values.
Education:
- Bachelors/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.
Job Family Group:
Customer Service
Job Family:
Institutional Client Management
Time Type:
Full time
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