Sales Support Specialist, Citi Velocity

Citi, the world leading global bank, has approximately 200 million customer accounts and a presence in more than 160 countries and jurisdictions worldwide. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Citi enables clients to achieve their strategic financial objectives by providing them with cutting-edge ideas, best-in-class products and solutions, and unparalleled access to capital and liquidity.

Department Overview:

Citi Velocity is a web portal that aggregates Citi Research, trading desk commentary, quantitative models, data and analytical tools for the Citi Institutional Sales & Trading business.

Citi Velocity Client Services desk is the first point of contact for both Citi clients and internal colleagues for inquiries about the web portal or mobile app.  This desk operates on a global 24 hour basis covering trading centers in Asia Pacific, Europe, and North America.  The candidate will work closely with the global team in North America and Europe to ensure all inquiries or issues are timely addressed.

Role Overview:

We are seeking a highly motivated candidate to join the Citi Velocity Client Services Desk.

Citi Velocity is a web portal that aggregates Citi Research, trading desk commentary, quantitative models, data and analytical tools for the Citi Sales & Trading business. The role of the Client Service Representative is to provide exceptional client service in support of the platform.

The successful candidate will join the Client Services Desk in and will work with the respective Sales team to provide a high level service across internal and external applications.  The candidate will also be focused on driving efficiency initiatives to elevate the customer experience and find process improvements for BAU tasks.

Key Responsibilities:

• Provide best-in-class support service to a geographically diverse user base

• Communicate clearly and concisely - executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion.

• Generate sales leads from client inquiries regarding platform content or capabilities.

• Strong process awareness and ability to manage incidents, problems and customer escalations.

• Prioritize criticality of the requests within the shift ensuring important requests are given due priority.

• Liaise with partner support teams for request processing and escalations.

• Collaborate effectively with colleagues globally, sharing information and knowledge effectively.

• Strong leadership skills and ability to mobilize and influence teams, both internal and external that are not in direct reporting line.

• Fully understand and comply with all audit, regulatory and compliance directives.

Qualifications:

• Bachelor’s degree or equivalent experience

• Experience and/or knowledge of financial & banking industry is a plus

Knowledge/Experience:

• Minimum 2 years' experience in Financial or IT industry.  Client Servicing experience is a plus.

• Good analytical skills and understanding of workflow processes.

• Working experience in a global environment with multiple geographies is a plus.

Skills:

• Ability to prioritize a wide variety of tasks and inquiries to achieve optimal client-servicing performance

• Ability to multi-task and manage issues from start to finish with good communication and teamwork skills

• Ability to work with different departments within the Institutional Markets business as well as across the wider Citi organization to ensure incoming inquiries are properly handled

• Enjoy working in a dynamic environment with curious and positive mindset

Competencies:

• Excellent verbal, written and interpersonal communication skills

• Ability to think clearly, analyze and resolve problems with good judgment

• Ability to work at strategic and tactical operational levels

• Ability to promote positive work environment

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