EBS Support Consultant - Junior at Citi

Job description

Purpose –Support of Electronic Banking Services and Citi channels.

Major Objectives – The role will assume support of EBS activities and functions (Telephonic, Technical, Training)

Impact on Citibank – Provision of a global standard of enhanced client experience with Citi. Provision of immediate local and regional EB Hub support. Escalation conduit between in country support and Citi advanced support teams. Enabling quicker Mandate to money for TTS deal Implementations, better training, technical and integration support for Africa Division customers.

Tactical Accountabilities

• Deliver on the EMEA EBS model for Africa Cluster.
• Provide support on Citi EB Channels and EB products
• Deliver on agreed Africa EBS goals and MIS.
• Provision of qualitative onsite and remote EB Technical, Training and Telephonic support.
• Escalation, tracking, management and resolution of EB queries.
• Provision and support of internal and external PVT & UAT
• Ensure compliance of country, Citi, US policies and regulations.
• Receiving and responding to telephonic and written customer queries on balances, transaction detail, receipt of funds, payments processed, first level Electronic Banking enquiries and all other general queries.
• Investigating queries that cannot be resolved immediately by interacting with various operations areas and providing the customer with the solution.
• Logging all customer interactions (telephonic, fax & e-mail) in STaRS with accurate classification of the enquiry and detailed notes on the activities required to close the call.
• Root cause analysis on customers with high levels of enquiries in order to determine whether systems / processes / products should be modified to eliminate errors and processing difficulties. The results of such analyses should be provided to the CitiService Head.
• Thinking Complexities
• Have working knowledge of Citi EB Channels, products and capabilities
• Have domain knowledge of in country payment products and country rules
• Ability to decide on escalation across Africa cluster, regional and global
• Drive EB Channels usage

Person Specific/Knowledge/Experience

• Networking knowledge
• Internet skills including, information security and connectivity.
• 1 yrs. min electronic banking experience. Must understand transactional flows including SWIFT.
• Good understanding of Technology especially in the banking environment
• Good communicator at all levels and across different cultures
• Be able to train customers and staff at all levels
• Working Knowledge of cash management and banking operation

Skills

• Strong communication and negotiation skills
• Excellent client interaction skills
• Knowledge of Cash products (vanilla)
• Ability to work in a matrix environment
• High energy levels with strong initiative
• Strong analytical skills

Qualifications

• Completed Tertiary education (ideally BSc, BCom) would be a distinct advantage
• 1 – 2 years applicable working experience required
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

Valuing Diversity

Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.