Customer Service Analyst With Spanish

Customer Service Analyst With Spanish

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in communication and Spanish fluency to Citi's TTS Client Operations team.

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.

Role overview: The Customer Service Analyst is an entry-level position responsible for assisting in customer related activities and providing resolutions 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.

Customer Service Analysts are required to:

• Ensure customer queries are answered in the most efficient way possible.
• Work with Branches globally to obtain answers/solutions for clients' queries that are outside of Western Europe, based on their interaction with Citi's global footprint
• Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner.
• Support and strengthen customer needs in an efficient, effective and professional manner and handle exceptional requests when required.
• Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring timely and professional resolution of all queries and issues in line with departmental standards.
• Proactively identify, investigate, and resolve client problems, collaborating with internal teams and escalating when necessary.
• Drive client satisfaction through regular proactive engagement, calls, visits, and clear communication on critical updates (system outages, product, regulatory).
• Provide and analyze client performance data (MIS/scorecards) to enhance productivity and promote self-service solutions.
• Initiate and support digitization projects focused on query reduction and increased adoption of self-service tools.
• Coordinate special transactions (e.g., mergers, acquisitions) and ensure adherence to all departmental standards, KPIs, and a robust control environment.
• Maintain up-to-date knowledge of market and regulatory requirements impacting the client portfolio.
• Ensure comprehensive logging and management of all client interactions within the designated service tracking system.
• Provide comprehensive guidance and support to clients on both global and local payment procedures, accessible via phone and email.
• Acts as a language resource for our Top 650 clients, providing support in Spanish to facilitate effective communication and expedite issue resolution.

Experience and skills: Bilingual proficiency in Spanish and English (oral and written) required; additional European languages (e.g., Italian, German) preferred. Excellent verbal and written communication skills, with proven experience in a business or financial environment. Superior investigative and analytical skills, including the ability to understand and interpret statistics and metrics. Proven ability in problem-solving and crisis management. Exceptional planning, organizational, time management, and prioritization skills. Highly accountable, self-reliant, and results-oriented, with the ability to influence stakeholders. Demonstrated experience in driving process improvements. Strong influencing and persuasion skills, capable of engaging effectively with colleagues and clients.

We offer: By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.