Job description

The Digital Service Analyst is responsible for servicing of onshore and offshore clients, leveraging digital features and providing timely resolution to address client’s concern. Range of activities would also include holistic review of client activities, precise account maintenance and to collaborate effectively with stakeholders to optimize existing processes.

Responsibilities:

• Provide quality verbal and/or written communication via digital service channels and platforms when resolving onshore and offshore client enquiries
• Maintain positive service traits and timely follow-up as promised to clients
• Collaborate with relevant stakeholders to resolve client’s concern and complains effectively
• Exercise critical thinking to probe intelligently and able to resolve issues at root cause
• Perform business analysis and review of client activities, apply sound decisioning in line with assessment model  
• Ensure accuracy and timely completion in account maintenance
• Provide regular productivity and MIS records of enquiries handled
• Foster continuous learning through participation of online development courses to build comprehensive and detailed understanding of products, services and benefits
• Identify opportunities and drive optimization of existing process to streamline the end-to-end journey of the Digital Service Promise.
• 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.

Key Skills required:

• Consistently demonstrates clear and concise written and verbal communication skills
• Well-developed data management, analytical and problem-solving skills
• Fast learner with keen eye for details and determination to follow up till exceptions resolved.
• Time management skills and the ability to simultaneously work on multiple deliverables
• Ability to thrive in a team-oriented, fast-paced environment
• Adaptability to new technologies and change
• Self-driven and can work under minimum supervision.

Knowledge:

• Relevant experience preferred
• Proficiency in Microsoft office Suite (Excel, Word, PowerPoint)
• Communication tools (Outlook, Zoom, Teams)
• Degree Holder or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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