Client Access and Entitlement Associate, Officer, Mumbai

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Skills you'll use

What you'll do

• Sales Support Associates will work with salespeople, client executives and clients to support all aspects of the client and sales lifecycle including keeping Client Insight and other internal systems active and accurate
• Process, manage and fulfill client requests related to Citi Velocity, Research Access, and Entitlements ensuring strict adherence to Standard Operating Procedures (SOPs)
• Maintain proprietary databases such as Client Insight, Entitlements manager and ensure to understand how all up-backend processes works.
• Effectively prioritize critical and urgent requests throughout the shift. Whenever needed, act as a point of contact Escalation for the broader team and collaborate with internal partner support teams to resolve complex issues within the shift.
• Provide best-in-class support and services to client, ensuring consistent quality and responsiveness.
• Communicate clearly and concisely with various teams such as helpdesk, support etc as well as client empathy to resolve issues and queries in a timely fashion. Executive presence for dealing with internal senior management as well as client empathy to resolve issues and queries in a timely fashion.
• Collaborate effectively with the global colleagues, share information, knowledge and best practices to enhance the team capabilities and performance.
• Strong process awareness and ability to manage incidents, problems and customer escalations, while maintaining and enhancing client service levels by thoroughly understanding and diligently following Helpdesk procedures, rules and guidelines.
• Strong understanding of governance and controls. Ensure full understanding and consistent compliance with all internal audit, regulatory requirements, and compliance directives.
• Appropriately assess risk when granting access to Citi Velocity platform; demonstrating proper consideration for the firm’s reputation

Who can apply

• Master’s or Bachelor’s degree in a business or finance related discipline or equivalent qualification
• Minimum 3-5 years of experience in relevant industry. Experience in Entitlement Helpdesk, Service desk, or Support deck is preferred
• Excellent verbal and written communication skills (English). Should be comfortable interacting with internal & external stakeholders as well as the senior management team within the firm.
• Strong Microsoft excel skills, such as advanced excel to support data tasks. Excel macro creation, visual basic (VBA) coding, Python hands on experience will be preferred.
• A client-focused approach, adept at managing expectations, and a proven track record of effectively interacting with Sales teams.
• Demonstrated ability to efficiently resolve issues in time-critical scenarios, supported by strong analytical and problem-solving skills, and the ability to think clearly and resolve problems with good judgment.
• Proven ability to efficiently handle the complex and urgent tasks task or request while adhering to established procedures.
• Experience in e-Trading client services or associated operations groups within a high-availability/mission-critical environment.
• Proficient in working with external vendor platforms such as Bloomberg, AlphaSense, Visible Alpha, S&P Capital IQ, FactSet, and LSEG.
• Self-motivated, highly organized, and capable of multi-tasking, independent workflow management, prioritization, and meeting deadlines.

About Citi

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