Are you looking for a career move that will put you at the heart of a global financial institution?
Then bring your skills in people management and problem solving. Shape your career with Citi in Dublin.
By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters. Team / Role Overview The role is within the Digital Client Support team based in the Dublin Service Centre.
The Digital Customer Service Officer 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 all digital support escalations and engaging with clients using the most efficient method to resolve the query or liaise with higher levels of support to investigate further.
Responsible for a broad range of topics across multiple applications, the overall objective of this role is to manage the Digital Support needs for a portfolio of high-profile clients and serve as the single point of contact for receiving and managing Client support requests while delivering best-in-class client service on Citi's suite of products in a timely and professional manner.
The successful candidate will demonstrate knowledge and understanding of Citi's Electronic banking products and can support a wide range of requests, always adapting to the client needs.
This client-facing role is ideal for a candidate displaying Agile and forward-thinking competencies together with flexibility, excellent communication skills, both written and oral, and with great people and leadership skills to enable the smooth functioning and success of the Digital Client Support team and of the overall Digital Client Support department.
Key Responsibilities: Provide technical support in respect of all EB applications.Investigate digital client support queries, providing regular updates to both clients and 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.Conduct root cause analysis and proactively work with teams to address any issues/trends highlighted.Lead by example with the adoption of department standards on Email Etiquette, monitoring and tracking improvements, and providing on-the-spot feedback when standards are not applied.Represent the Digital Client Support team 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 the team leader and section manager in compiling team communication on 'Who's Who' to increase awareness of roles and responsibilities outside of teams, 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 the department, ensuring engagement for all stakeholders to increase client satisfaction.Provide support on Client Experience projects.Requirements: Fluent English speaker with German, French, or Italian also.Relevant customer service experience.Client-focused – constantly seeking to improve the client experience.Ability to understand our client's environments and processes to incorporate solutions that will efficiently and effectively meet their requirements.Demonstrated organizational skills to prioritize multiple tasks.Self-starter and strong time management skills.Attention to detail.Proven investigative and analytical skills.Strong communication skills (both written & verbal) at all organizational levels.What we can offer you: By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well, and save well.
Alongside these benefits, Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.
We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.
Sounds like Citi has everything you need?
Then apply to discover the true extent of your capabilities. #LI-LC1 ------------------------------------------------------
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.
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