Designation: Senior Officer, Client Experience and Electronic Banking Support (C05)
Direct Reporting to: Head of Client Experience, Electronic Banking and Citi Service
Job Description/ Key Responsibilities
- Resolve any and all issues raised by Online Banking users within shortest time.
- Communicate with clients regarding the raised issue and resolve it possibly over phone/e-mail or by visiting the client.
- Maintain positive relationships with clients through frequent visits.
- Ensuring appropriate set-up is done in Online Banking Platforms.
- Exact mapping of customer requirements within Citibank to ensure delivery of all Electronic Banking requirements.
- Lodge electronic banking related documents / agreements properly to ensure audit requirements.
- Continuously monitor client usage of Online Banking Platform.
- Manage outsourced Online Banking support personnel.
- Work with Sales, Coverage, Implementation, Operations and the Customer during On-boarding a Customer in Online/Electronic Banking.
- Identify information gaps in customer communications and work on process/system improvement to improve these.
- Participate in system upgrade processes.
- Participate in local and regional Electronic Banking related projects.
Job Requirements:
- A team player
- Good Communication and Presentation Skill
- Comprehensive knowledge of Electronic Banking platforms.
- Project Management skills
- Track record in delivering results – recognized for strong execution skills
- Demonstrated skills in managing clients and other stake holders.
- Ability of multi-tasking
- Good at MS Office
- Detailed knowledge on File Transfer Protocols and File Encryption methods.
- Ability to drive process improvements and projects.
Educational Requirements:
- Graduation from any reputed university (Preferably in Business / Computer Science)
Experience Requirements:
- At least two years of Banking experience mainly in Electronic banking.
Any direct / indirect approach shall disqualify the applicants.
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