Dmytro Pylypchuk Email and Phone Number

As a Leading Client Experience Representative I am responsible for:• Providing daily support to Clients with all products used at Citibank Ukraine;• Maintaining a proficiency of all the Bank’s products and enhancements;• Completing accurately within deadlines of all queries from internal and external Clients;• Being a professional in daily work with Clients, being able to meet their needs and expectations;• Investigation, analysis and resolution of Clients operational issues, work with other units to fix service issues;• Ensure timely communication to Clients of any amendments to the existing regulations and / or the internal Bank procedures, if effecting the account activity of such customers; • Identify “bottlenecks” in the internal processes impacting quality of Client`s service;• Providing Clients with forms and information on the required Citibank’s and local regulations; • To ensure consistent delivery of high quality service to Clients through meeting or exceeding customer expectations;• Monitoring the correct billing of the Bank’s fees and remind Clients in case of overdue;• To be fully aware and comply with applicable local NBU, state regulation and Citibank requirements and policies to ensure professional customer service;• To ensure effective teamwork of the Team. Provide support and be effective back up for other members of the Team;• To monitor satisfaction of Clients and service level, drive process changes; • To ensure effective back-up function for Client Experience Head;• To handle workflow projects for Client Experience processes improvement;• Be skillful working with Citi applications used by Client Experience;• Monitoring of local regulation changes and subsequent preparation of Client`s letters on changes.

To be responsible for day-to-day customer account activities, providing a seamless interface to all the bank operations / marketing groups which is transparent to the Client;To maintain proficiency of all the Bank`s products and enhancements;To complete accurately within deadlines of all queries from internal and external Clients;Monitoring of local regulation changes and subsequent preparation of Client letters on changes;Products cross-sell responsibilities;

Job description included, but wasn’t measured to: day-to-day Client’s account activities, providing a seamless interface to all the bank operations/marketing groups which is transparent to Clients, be able to manage different types of customers for multiple Relationship Managers on a team, along with complex customer requests and high transaction volumes. Main tasks were as follows: • to provide daily support for all products used by Citibank Ukraine Clients,• to maintain proficiency of all the Bank's products and enhancements.• to complete accurately within deadlines of all queries from internal and external Clients.• investigation, analysis and resolution of customer operational issues, work with other units to fix service issues.• ensure timely communication to Clients of any amendments to the existing regulations and/or the internal Bank procedures.• to identify "bottlenecks" in the internal processes impacting quality of Clients service; be driving force for quality improvements.• to provide Clients with forms and information on the required Citibank's and local regulations.• to acknowledge the Client’s inquiries and record interactions.• to be fully aware and comply with applicable local NBU, state regulation and Citibank requirements and policies to ensure professional customer service.• to monitor local regulation changes and subsequent preparation of customer letters on changes.

• Register Applications for card issuance and supporting documents.• Process issuance of cards, control reissuing procedure, urgent issuance and PIN generation.• Control delivery of issued cards & PIN to the Bank and cards' distribution to Clients.• Prepare statements, confirmation letters and providing other support on cards' operations in accordance with Client enquiries.• Process files with payment instructions, accounting entries, settlement information and control their correctness.• Generate reports for NBU, Visa, partner bank, other internal and external users.• To manage accurate and timely keeping and maintaining documentation on all necessary sources/copies of Cards operations;• Perform communication with processing center on dispute resolution process.• To be completely familiar with local regulations and advise the management on different aspects of their impact on the bank's Cards Operations activities;• To maintain required controls within department (strict compliance to Ukrainian regulation, including relevant reporting, etc., compliance to corporate policies and requirements);• To participate, when required, in testing of Unit's technical systems upgrades and enhancements;• To maintain Unit's operational statistics/volumes and to submit it to product manager and other units upon request;• To co-operate with CitiService, CSS, HR, CCS and LPMT on activities related to card operations.• Ensure the execution of the related to activity internal control procedures and policies of the Bank and on the implemented internal controls.

During internship program was pesponsible for valuation of new business, pre-structuring of projects, assistance in creation of CIPs, on-going monitoring of compliance with contractual obligations (payment obligations, reporting duties etc.), regular review of accepted collaterals, regular assessment of the total portfolio, conducted macroeconomic analysis of countries, sectors and companies which are current or potential customers of the bank in respective regions, conducted quantity and quality analysis of enterprises for risk levels and solvency, prepared financial model of enterprise based on balance sheet, profit and loss statement, conducted identification and verification of potential clients.

During internship program took part in the daily check of transactions, which are subject for financial monitoring, checked payments in local and foreign currencies for sanctions, checked and prepared monthly reports of transactions, which are subject for financial monitoring, conducted analysis of indicators of operations which are subject for financial monitoring. Assisted in monitoring of changes in local legislation according to AML, supported local day-o-day CMPL duties, participated in projects implementation in the department.

During internship program participated in the preparation of guarantees and letters of credit for customers, checked purchase / sale operations of foreign currency for volatility, checked risk level of loan agreements, led a business conversation with clients, brought in line with corporate requirements reports and statistics