Customer Service Intermediate Analyst C11 & C12

The Customer Service Intermediate Analyst role at our company involves providing resolutions and support to clients in coordination with the Customer Service team. Your main responsibility will be addressing external customer issues and offering ongoing customer service support, with a focus on custody and fund accounting. You will manage a portfolio of high-profile Custody clients, ensuring timely and professional resolution of queries in line with departmental standards. Additionally, you will provide coaching and support to the team, serve as a point of contact for escalations, and maintain client relationships through regular calls and face-to-face interactions. It will be essential to keep clients informed about any problems, such as system failures or market issues, and provide regular updates on issue resolutions. As part of your role, you will also advise on process improvement and reengineering to enhance the client experience, stay updated on new market and regulatory requirements impacting the client portfolio, and escalate customer feedback and processing delays appropriately. Analytical skills will be crucial for conducting necessary analyses to resolve problems, collaborating with internal teams for escalation when needed, and completing various tasks such as reviews, audit preparation, and reporting while maintaining a strong control environment. You will play a role in inquiry-volume reduction, client experience initiatives, and cross-departmental projects. It is important to assess risks when making business decisions, ensuring compliance with relevant laws and regulations, and upholding ethical standards. Communication skills will be key in influencing stakeholders and delivering high-quality customer service while building client relationships and achieving quality results. Qualified candidates for this position should have 2-5 years of customer experience, preferably in a business/financial environment. A comprehensive understanding of custody and fund accounting is required, along with demonstrated project management and organizational skills, self-reliance, and accountability. You should possess clear and concise written and verbal communication skills, investigative and analytical abilities, and a focus on delivering high-quality customer service. A Bachelor's degree or equivalent experience is expected for this role. If you are a person with a disability and require accommodation to use our search tools or apply for a career opportunity, please review Accessibility at Citi. You can also view Citis EEO Policy Statement and the Know Your Rights poster for more information.,