Customer Svc Intmd Analyst (Hybrid)

The Digital Client Training role sits within the Digital Client Support CitiDirect Helpdesk team. This position is responsible for providing clients with meaningful training in coordination with our CitiService, Client Onboarding, Sales and Coverage teams

The overall objective of this role is to manage the training needs for a portfolio of high-profile clients and serve as single point of contact for receiving and managing Client training requests while delivering best in class client training 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 training 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 Training team and of the overall Digital Client Support department.

Job Background/context:

CitiService Digital Client Support department serves the Digital Banking needs for Citi’s customers to manage, manipulate and monitor their financial information by reviewing electronically delivered account statements as well as allowing instructions to be transmitted to Citi remotely from client offices via the Internet.

As a department, we are responsible for ensuring new customers are installed and trained on all our suite of products including CitiDirect and CitiConnect.

CitiService Digital Client Support provides technical support and training to our clients on all Citi’s Electronic Applications and works with our internal partners to identify target clients for our bespoke DCS Technical Advisory service.

What you will do:

• Act as client trainer with training to be delivered either remotely or, when occasionally required onsite in the client premises.
• Thoroughly manage the daily Training request queue ensuring all requests are dealt with within the given team SLAs.
• Proudly represents Citi and its Digital Banking Products and always talks & acts professionally, showcasing a best in class training experience for Citi’s clients.
• Cooperate with internal and external cross-functional partners to deliver a superior training experience that exceeds client expectations and represents the DCS client training team in meetings with these departments where necessary.
• Cooperates on a regional and global level with the DCS colleagues, sharing knowledge, conducting trainings, and aligning to DCS regional/global standards and processes.
• Contributes to short and long-term projects and engage with global partners where necessary to highlight developments and/or improvements to meet client requirements.
• 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 behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency.

What we'll need from you:

• Customer service experience within a financial institution
• Previous training experience is preferred
• Fluent English speaker.  Additional languages would be an advantage with a focus on Italian, German and Spanish
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Self-starter and strong time management skills
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality client experience with a focus on building client relationships and achieving quality results

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. Discover more here.

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 energised 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.

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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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