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Institutional Customer Service

Work Schedule : Monday-Friday, 8 : 30am - 5pm

Work schedule is currently hybrid - 3 days worked onsite in the Newark, DE office and 2 days remote.

Must have the capability to work from home / remotely (PC, phone, reliable WiFi).

U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position.

Must pass an extensive background check which will be renewed every 5 years while in this position.

Job Description :

This person provides operational support for the OTC / ECP Customer Service Help Desk team and management, with the primary focus on overseeing the measurement, analysis, and optimization of team performance through the development and implementation of team metrics, dashboards, and Standard Operating Procedures (SOPs). In a secondary focus, this person will provide end-to-end resolution of inquiries and investigations for federal agencies and financial institutions utilizing multiple web-based applications, providing superior service and timely resolution.

Key Responsibilities :

• Establish and maintain standard operating procedures (SOPs) for all team processes, ensuring accuracy and efficiency.
• Monitor and review the effectiveness of implemented SOPs and recommend adjustments as needed.
• Self-identify, timely escalate, and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity, and mitigate risk or concerns.
• Collect, analyze, and report on team performance data using various tools and methods.
• Develop and maintain dashboards and reports to identify trends.
• Ensure weekly / monthly operations reporting metrics are provided timely and accurately.
• Conduct root cause analysis to identify underlying issues affecting operating procedures and propose solutions. (Client satisfaction)
• Collaborate with cross-functional teams to identify and implement process improvements.
• Communicate findings, insights, and recommendations to stakeholders in a clear and concise manner.
• Understand and adhere to departmental policies and compliance guidelines for both Citi and our client.
• Create and generate ad hoc tools and reporting when requested.
• Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency's unique security settings and criticality of user inquiry.
• Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.
• Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.
• Maintain or exceed key performance identifiers at or above published expectations.
• Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.
• Remain up to date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.
• Send communications to an audience of up to 20,000 global customers for multiple applications.
• Flexibility with schedule to ensure all service level agreements are met for providing 24 / 7 / 365 coverage.
• May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Job Qualifications :

Schedule : Monday - Friday, 8 : 30am - 5pm

Office is located in Newark, DE

Ability to work remotely 2 days a week (PC and phone)

Primary Location : Newark Delaware United States