The Digital Client Services Lead will be responsible for the Digital Client Services team in EMEA. This role will work together with other teams to define the service and then will be responsible to lead the team initiatives on a day-to-day basis. The Digital Client Services team will be the first point of contact for any questions and issues pertaining to web site and mobile app from clients in EMEA and other regions. The role will also act as Digital advocate by providing demos to clients and collaborating with internal teams to improve the platform.

Responsibilities:

• Provide service to external clients by addressing and resolving functional and technical inquires related to the digital products

• Provide service to internal users regarding the digital product offering and resolving queries and issues end-to-end

• Continuously learn about Citi’s technology offerings and keep up with new enhancements as the products evolve

• Capture client feedback and work with digital product owners to improve the platform

• Lead the definition and implementation of the Digital Client Services team by creating new procedures, help setting up new tools, work with internal teams to implement any regulatory requirements, among others

• Manage the Digital Client Services team resources

• Create and maintain client guides, internal procedures, scripts and/or any other materials required to provide the service

• Provide demos of the digital products to external and internal clients

• Adhere to info security guidelines and established procedures

• Create and monitor KPIs periodically to track the service performance and prepare reports for management information and action

• Appropriately assess risk when business decisions are made, demonstrating 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 behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Requirements:

• 4-6 years of relevant experience in a customer or digital service role in the financial services industry

• Experience in leadership

• Excellent oral and written communication skills in English

• Excellent presentation and interpersonal skills

• Knowledge of French, German, Spanish, or other languages, an advantage

• Experience in Private Banking / Wealth Management, an advantage

• Requires tact and diplomacy when exchanging complex or sensitive information with others

• Ability to work independently under little supervision, multi-task, and take ownership of solving issues end-to-end in high-volume situations, ability to follow up efficiently

• Quick learner and problem solver. Accurate and attention to detail

• Ability to work with other teams to identify root cause of issues and resolve customer problems

We offer:

• Work in a challenging area of the financial industry with one of the world's leading companies with exposure to variety of products, processes and controls.

• Cooperation with a high quality, international, multicultural and global team.

• Work in a friendly and diversified environment, appreciating differences in style and perspective and using them to add value to decisions leading to organizational success.

• Management supporting balanced and agile work (flexible working hours, home office).

• Attractive benefits package (Benefit System, medical care, pension plan etc.).

• A chance to make a difference with various affinity networks and charity initiatives.

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Job Family Group:

Technology

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Job Family:

Applications Support

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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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