Job Description
Citi is a global financial institution seeking skilled professionals in communications and problem-solving to join our team in Dublin.
We offer a unique opportunity to shape your career with a trusted partner that provides financial services enabling growth and economic progress.
Our presence in Ireland dates back to 1965, and we are the Citibank Europe Plc Headquarters.
Team / Role 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.
Key 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 as 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
Requirements:
To succeed in this role, you will need:
* Relevant customer service 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
What We Offer:
Joining Citi Dublin offers a competitive base salary (annually reviewed) and a range of additional benefits that support your well-being and help you achieve your goals.
We strive to create an inclusive workplace where everyone feels comfortable coming to work as their whole self every day.