The CitiConnect Support Specialist is an position responsible for providing clients with resolutions and technical support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues relating to CitiConnect (Files/API) services and provide ongoing customer service support.

What you’ll do

• Provide technical support in respect of all CitiConnect for Files and API applications.
• Investigate cases escalated from clients and internal client-facing teams through to resolution
• 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 and client communication
• 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.

​What we’ll need from you

• 0-2 years of relevant experience
• Experience in customer service preferred
• Knowledge of SWIFT, API, Host-to-Host, ISO20022 XML preferred
• Computer proficiency
• Consistently demonstrate clear and concise written and verbal English language communication
• Proven investigative and analytical skills
• Demonstrated ability to present concepts and influence change
• Proven ability to work under limited supervision within a team environment

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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.

 

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