Job Description:
Citi is a global financial institution seeking an experienced Customer Service Intermediate Analyst to join its Dublin office. This intermediate-level position involves providing clients with resolutions and support, coordinating with the Customer Service team, and addressing external customer issues.
Responsibilities:
* Manage a portfolio of high-profile clients, ensuring timely and professional resolution of queries in line with departmental standards.
* Provide coaching and support to team members and serve as a point of contact for escalations.
* Develop and maintain client relationships through regular calls and face-to-face interactions, 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 portfolios/base.
* Evaluate customer feedback, processing delays, and errors, escalating appropriately.
Requirements:
* Relevant customer service experience in a business or financial environment (preferred).
* Demonstrated project management and organizational skills to prioritize multiple tasks.
* Proven self-reliance, accountability, and ability to manage risk.
* Clear and concise written and verbal communication skills with the ability to influence stakeholders.
* Proven investigative and analytical skills.
* Deliver high-quality customer service with a focus on building client relationships and achieving quality results.
What We Can Offer:
A competitive base salary, annually reviewed, and a range of additional benefits that support your well-being, including a hybrid working model, flexible hours, and opportunities for growth and development.
Citi is committed to creating an inclusive workplace where everyone feels comfortable coming to work as their whole self every day.
This role offers the opportunity to be part of a dynamic team, make a meaningful impact, and develop your skills and expertise in a fast-paced and ever-evolving industry.
The estimated annual salary for this role is approximately €60,000 - €80,000, depending on qualifications and experience.