Client Service Intermediate Analyst

Client Service Intermediate Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support. Responsibilities include:

• Managing a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Providing coaching and support to team and serving as a point of contact for escalations
• Developing and maintaining client portfolio through regular calls and face to face interaction, as needed
• Informing clients about problems (system failures, market issues) and providing regular resolution updates
• Advising on and advocating the implementation of process improvement and reengineering to improve client experience
• Maintaining knowledge of new market and regulatory requirements affecting client portfolio/base
• Escalating customer feedback, processing delays and errors appropriately
• Conducting necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Completing tasks such as reviews, audit preparation, capacity planning, reporting and maintaining control environment
• Participating in and advising on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Appropriately assessing risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications include:

• 2-5 years of customer experience
• Relevant experience (business/financial environment) preferred
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance and accountability and ability to manage risk
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

Education: Bachelor's degree/University degree or equivalent experience