Job Description

1. Digital Product Advisory
   1. Provide our clients with trusted advice that will enable them to fully appreciate the capabilities of Citi’s electronic product range.
   2. Provide support to our partners to ensure that Citi are able to leverage the capabilities of its electronic range of products and solutions.
   3. Provide our clients with detailed analysis on best practices and adopting a streamlined approach, creating efficiencies and increasing the client experience.
2. Training
   1. Provide in-depth training to clients explaining the technical, functional and business capabilities of CitiDirect BE, CitiDirect NextGen, training to be delivered either remotely or onsite with the client.
   2. Collate and report key team performance metrics (MIS).
   3. Continually seek quality and process improvements.
   4. Represent Digital Client Support in cross-departmental meetings, knowledge forums and client conference calls as required.
   5. Comply with all corporate policies and practices and adhere to audit and regulatory requirements.
3. Support
   1. Provide second and third level support on client digital channels on technical issue resolution and escalation.
   2. To provide excellent customer service for external and internal customers in time.
   3. Timely escalate to the manager the questions/issues which can’t be solved on your own or in specified time and process improvements.
   4. Proactive client support metric for query reduction and inform client education.