Digital Client Support and Product Trainer - Sub Sahara Africa at Citi

Job Purpose:

Deliver in-depth training for new and existing clients across Sub Sahara Africa for Citi’s digital banking products, including CitiDirect BE/Mobile/Tablet, Treasury Vision, WorldLink, CitiConnect, Delphi, EBAM, OLI, Multicash, etc.

Provide cash product advisory to our clients to create efficiencies within our existing client’s business environment.

Job Background/context:

Digital Client Support is the mechanism that allows customers to manage, manipulate and monitor their financial information by reviewing electronically delivered account statements as well as allowing instructions to be transmitted to Citi remotely from client offices via the Internet.

As a department we are primarily responsible for ensuring new and existing customers are trained on Citi digital products.

Key Responsibilities:

Training

• Provide in-depth training to clients explaining the technical, functional and business capabilities of CitiDirect BE, training to be delivered either remotely or onsite with the client.
• Collate and report key team performance metrics (MIS).
• Continually seek quality and process improvements.
• Represent Digital Client Support in cross-departmental meetings, knowledge forums and client conference calls as required.
• Comply with all corporate policies and practices and adhere to audit and regulatory requirements.

Digital product Advisory

• Provide our clients with trusted advice that will enable them to fully appreciate the capabilities of Citi’s electronic product range.
• Provide support to our partners to ensure that Citi are able to leverage the capabilities of its electronic range of products and solutions.
• Provide our clients with detailed analysis on best practices and adopting a streamlined approach, creating efficiencies and increasing the client experience.

Knowledge/Experience:

• Knowledge of Digital Client Support applications
• Previous Training exposure required.
• Experience with managing client relationships and delivering a high level of service.

Qualifications:

• Bachelor’s degree in Business IT or ICT or relevant disciplines
• Specific qualifications, such as years of experience, are not necessarily required for the role. Focus is placed on previous work experience, current skills and overall abilities.