Customer Service Intermediate Analyst (Contract)
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Whether you're at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you'll have the opportunity to expand your skills and make a difference at one of the world's most global banks. We're fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You'll also have the chance to give back and make a positive impact where we live and work through volunteerism.
Shape your Career with Citi The Treasury and Trade Solutions (TTS) is a market leading, award‐winning provider of cash management, cards and trade solutions to financial institutions, public sector and corporate clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross‐border interests and provide integrated reporting and management. TTS is a highly innovative organization with a strong digital agenda; new products and services are continuously being developed to meet our clients rapidly evolving treasury requirements and unlock new opportunities for growth.
Benefits
* Citi provides programs and services for your physical and mental well‐being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
* We empower our employees to manage their financial well‐being and help them plan for the future.
* Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
Responsibilities
* Manage a portfolio of high‐profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
* Provide coaching and support to team and serve a point of contact for escalations
* Develop and maintain client portfolio through regular calls and face to face interaction, as needed
* Inform clients about problems (system failures, market issues) and provide regular resolution updates
* Advise on and advocate the implementation of process improvement and reengineering to improve client experience
* Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
* Escalate customer feedback, processing delays and errors appropriately
* Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
* Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
* Participate in and advise on inquiry‐volume reduction, client experience initiatives and cross‐departmental initiatives
* Appropriately assess 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
* Bachelor's degree/University degree or equivalent experience
* 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
* Candidates must be amenable to a 15-month contractual engagement.
Working at Citi
Working at Citi is far more than just a job. A career with us means joining a family 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 Family Group: Customer Service
Job Family: Institutional Customer Service
Employment type: Contract
Time Type: Full time
Seniority level: Not Applicable
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi's EEO Policy Statement and the Know Your Rights poster.
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