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:
1. Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally in line with departmental standards.
2. Provide coaching and support to the team and serve as a point of contact for escalations.
3. Develop and maintain client portfolio through regular calls and face-to-face interaction, as needed.
4. Inform clients about problems (system failures, market issues) and provide regular resolution updates.
5. Advise on and advocate the implementation of process improvement and reengineering to improve client experience.
6. Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
7. Escalate customer feedback, processing delays, and errors appropriately.
8. Conduct necessary analyses to resolve problems, liaising with internal teams on escalation as necessary.
9. Complete tasks such as reviews, audit preparation, capacity planning, reporting, and maintain control environment.
10. Participate in and advise on inquiry-volume reduction, client experience initiatives, and cross-departmental initiatives.
11. 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:
1. 2-5 years of customer experience.
2. Relevant experience (business/financial environment) preferred.
3. Demonstrated project management and organizational skills to prioritize multiple tasks.
4. Proven self-reliance and accountability and ability to manage risk.
5. Consistently demonstrate clear and concise written and verbal communication with the ability to influence stakeholders.
6. Proven investigative and analytical skills.
7. Consistently deliver high-quality customer service with a focus on building client relationships and achieving quality results.
Education:
1. Bachelor's degree/University degree or equivalent experience.
Job Family Group: Customer Service
Job Family: Institutional Customer Service
Time Type: Full time
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