For additional information, please review .* Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end across geographies and products* Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution* Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes* Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements* Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners* Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider* Provides support and guidance to service partners to ensure a seamless client experience across regions* Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners)* Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals* Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities* Extensive relevant experience* Previous experience in client facing level 1 tech support or client service* Excellent attention to detail and strong problem solving skills* Excellent interpersonal and verbal & written communication skills* Ability to thrive in a high volume team environment* Ability to educate clients on navigation and functionality in a virtual environment* Experience working directly with clients* Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product/etc. teams* Excellent organizational, time management, and prioritization skills
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