Customer Service Intermediate Analyst

The Digital Client Training role sits within the Digital Client Support CitiDirect Helpdesk team. This is a position 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.

Key Responsibilities:

• Act as client trainer with training to be delivered either remotely or, when occasionally required onsite in the client’s premises
• Ensure new customers are installed and trained on all our suite of products
• Provide technical support and training to our clients on all Citi’s Electronic Applications
• Thoroughly manage the daily training request queue ensuring all requests are dealt with within the given deadline
• Cooperate with internal and external cross-functional partners to deliver a superior training experience that exceeds client expectations
• Contribute to short and long-term projects and engage with global partners where necessary to highlight developments and/or improvements to meet client requirements

Requirements:

• 2-5 years of customer service experience
• Previous training experience preferred
• Fluent English speaker
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality client experience with a focus on building client relationships and achieving quality results
• Additional languages would be an advantage with a focus on Italian, German and Spanish

What we Offer:

• Competitive salary connected with annual salary review and discretionary annual performance bonus
• Social benefits (private healthcare, award winning pension scheme, multisport, life insurance, holiday allowance, anniversary program, competitive maternity and paternity scheme)
• Hybrid model of work – from modern offices and from home, flexible working hours
• Working in a friendly, dynamic, supportive and diverse environment – including multiple affinity and social networks & voluntary activities to engage with
• Structured onboarding process and extensive training offering (e.g. including Udemy, Degreed)
• Opportunity to have an influence on the way you perform your tasks - our teams are constantly looking for new and better ways and we encourage all improvement ideas
• Unlimited development opportunities within Citi global network.
• Exposure to a wide range of internal stakeholders as well as to senior management

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