“As with learning anything new, there will always be a certain element of uncertainty, But I was able to overcome that by keeping an open mind.”
“Putting ourselves in our customers’ shoes gave a fresh perspective as to their needs and how I can better meet them. It gives me a deep sense of satisfaction to meet my customers’ needs over the phone in real time.”
With digital transformation in the banking industry, customer service professionals need to have a strong grasp of digital banking platforms to better serve their customers. "We all have to continually evolve to move with the times," Lena declares emphatically.
Citibank's new co-browsing tool is key to helping Digital Service Advisors like Lena resolve internet banking issues in a more effective way – the tool allows her to view real-time images of what the customer is seeing, allowing her to guide the customer through the right steps more efficiently as compared to describing the actions over the phone. It has made a "truly revolutionary" difference in the way she does her job, Lena explains.
"This is an exciting time at the bank with their continued momentum to digitise," she shares. "I plan to continue upgrading my skills by attending cross-departmental training to broaden my knowledge, and learn how the various departments have digitised their processes too."
“The PCP process has kick-started my lifelong learning journey. Learning is now integrated into every part of my life, I believe that every day is an opportunity to learn and grow.”