Service Analyst - Digital Helpdesk

Service Analyst - Digital Helpdesk

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Job Description

Job Description :

The Service Analyst 1 is an entry-level position responsible for executing day to day customer service activities, while ensuring adherence to Citi's policies and guidelines, in coordination with the Customer Service function. The overall objective is to resolve client inquiries and issues and to provide on-going customer support on troubleshooting online and mobile banking issues and collaborating with related departments to resolve them.

  • Assist call agents with online and mobile banking platforms and troubleshooting issues on daily basis
  • Ensure information of the new implementations as well as the ongoing issues has been cascaded to call agents accurately and in timely manner
  • Develop and revise knowledge materials regarding changes in online and mobile banking functionalities
  • Collaborate with related parties including but not limited to Digital Banking, Product and IT Support team in solving online and mobile banking issues
  • Support Digital team in daily operations in providing guidance to customers on online banking experience
  • Apply knowledge of how the team interacts with others in order to accomplish Customer Service goals
  • Fulfilling the clients necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
  • Appropriately assess risk when business decisions are made, demonstrating particular 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.

  • Previous relevant experience preferred
  • Effective verbal and written communication in Thai and English
  • Influencing and relationship management skills
  • Proven ability to creatively solve problems

  • Bachelor's/University degree 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.
Job Family Group: Customer Service
Job Family:Service
Time Type:Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries (Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .
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