Officer - Chat Operations

This is an entry-level position responsible for providing operations support services, including but not limited to record/documentation maintenance, storage & retrieval of records, account maintenance, imaging, and the opening of accounts in coordination with the Operations - Core Team. You will utilize the Chat platform to respond to service inquiries from customers and provide comprehensive resolutions to complaints/queries. This includes following up on all customer requests via chat and email. It is important to maintain detailed knowledge of product and service offerings to customers and analyze risk areas to identify solutions that meet customer's needs. Ensuring information security for sensitive data is a key responsibility. You will also assist customers in learning how to self-service through our internet website. Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses is crucial. Accurate reporting of MIS/Timekeeping and undertaking other assignments/projects as given by the Team Lead/Manager are part of the role. Applying a professional attitude and image for all internal and external customers, liaising with various departments, and performing account level system maintenances while resolving customer queries/complaints are also important responsibilities. Qualifications: - 0 - 3 years of relevant experience - Sound presentation and analytical skills - Strong problem-solving skills and detail-oriented - Graduate in any stream, master's degree is not mandatory Preferences: - Excellent PC and keyboarding skills (30 WPM typing speed; 90% accuracy) - Good verbal and written communication skills with proficiency in grammar, spelling, and punctuation - Strong analytical skills - Courteous with a strong customer service orientation - Dependable with proficient attention to detail - Persuasiveness and a willingness to resolve customer queries - Prior experience in customer service/customer support for the international market is highly preferred - Prior experience in email/chat process highly preferred - Experience working in a retail banking space is highly preferred Shift of operations: US Day/India Night - Rotating shift with work on Saturdays/Sundays. 5-day work week 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.,