Digital Client Support Officer

Discover your future at Citi

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

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.

Team/Role Overview

The Digital Client Support Officer is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

What you’ll do

• Provide technical support in respect of all Digital Support applications.
• Investigate cases escalated from first level support, 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.
• Continually seek quality and process improvements and proactively identify issues and trends through the review of MIS
• Root cause analysis and proactively working with teams to address any issues / trends highlighted.
• Lead by example with adoption of department standards on Email Etiquette, monitoring and tracking improvements, on the spot feedback culture when standards not applied
• Be innovative through reviews of processes within each team, ensuring all digital tools are optimized
• Ensure clients response to our voice of client survey which is key tool to gauge client satisfaction level for services offered
• Comply with all corporate policies and practices and adhere to audit and regulatory requirements.
• Provide clients with trusted advice that will enable them to fully appreciate the capabilities of Citi’s digital product range with detailed analysis on best practices and adopting a streamlined approach, creating efficiencies, and increasing the client experience.
• Provide support to our partners in Sales, Implementation, Product, Relationship, Technology, and Operations to ensure that Citi are able to leverage the capabilities of digital products and solutions.

What we’ll need from you

• 0-2 years of relevant experience
• Experience in customer service preferred
• Computer proficiency
• Consistently demonstrate clear and concise written and verbal communication
• Proven investigative and analytical skills
• Demonstrated ability to present concepts and influence change
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
• Proven ability to work under limited supervision within a team environment.

What we can offer you

By joining Citi Tel Aviv, 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.

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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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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.