CitiConnect Support Specialist at Citigroup · Mumbai

CitiConnect Support Specialist Location: Mumbai Maharashtra India At Citi, we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges. Shape your Career with Citi We’re currently looking for a high caliber professional to join our team as CitiConnect Support Specialist based in Mumbai, India. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance: • Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses. • We have a variety of programs that help employees balance their work and life. In this role, you’re expected to: • Manage the problem resolution of advanced production support issues, related to front end applications of Cash and Trade application such as Citidirect, Citi-Connect For Swift, Citi-Connect API, Citi-Connect for Files, etc. Provide support to Host to Host clients, i.e. Connectivity, Encryption, Certificate Update and Payment File Format validation. • Manage and address technical related queries from Client, Operations Team and In-country Technical Teams. • Track and manage resolution for cases escalated to upper level support team, both internal and external) • Verification of system setups to ensure client payments, reports are in accordance with client requirement, including board resolutions • Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries. • Manage external support team to ensure that they meet the agreed SLA • Conduct client consulting and introduce best practice to client on Citi e-banking platform • Work closely with Technology Implementation Team, Development Team, Product Teams, Vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries. • 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 • Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues •  Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards •  Conduct necessary analyses to address client needs •  Develop and maintain client portfolio through regular calls and emails Inform clients about problems (system failures, market issues) and provide regular resolution updates • 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 As a successful candidate, you’d ideally have the following skills and exposure: ​ •    4-6 years of experience in a customer support role •    Good customer service, communication and interpersonal skills •    Preferably Technical background •    Proficient in Microsoft Office and Knowledge on Window’s, Operating Systems and Apple’s environment setting, such as Java, IE/Safari, Androids •    Good understanding of basic Host to Host Protocols and Encryption types •    Proven investigative and analytical skills •    Good problem resolution skills and ability to break down complex issues. •    Good client communication skills and ability to work with various functional partners •    Ability to work under tight timeline as there will be Service Level Agreements to follow depending the severity of the issue. •    Having client facing experience in the previous roles will be an advantage. •    Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results •    Proven ability to work under limited supervision within a team environment •    Team player and able to work independently. Adjust priorities quickly as circumstances dictate. •    Availability for weekend support as scheduled. •    Flexible to the adjust the shift timings. Education: •    Bachelor's degree/University degree or equivalent experience. ------------------------------------------------------ Job Family Group: Customer Service ------------------------------------------------------ Job Family: Institutional Customer Service ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ 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. 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 Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.