Customer Service Intermediate Analyst C11 & C12

As a Customer Service Intermediate Analyst at our company, your role 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. - Manage a portfolio of high-profile Custody clients, ensuring timely and professional resolution of queries in line with departmental standards - 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 - Keep clients informed about any problems, such as system failures or market issues, and provide regular updates on issue resolutions - Advise on process improvement and reengineering to enhance the client experience - Stay updated on new market and regulatory requirements impacting the client portfolio - Escalate customer feedback and processing delays appropriately - Conduct necessary analyses to resolve problems, collaborate with internal teams for escalation when needed, and complete various tasks such as reviews, audit preparation, and reporting while maintaining a strong control environment - Play a role in inquiry-volume reduction, client experience initiatives, and cross-departmental projects - Assess risks when making business decisions, ensuring compliance with relevant laws and regulations, and upholding ethical standards - Influence stakeholders and deliver high-quality customer service while building client relationships and achieving quality results Qualifications Required: - 2-5 years of customer experience, preferably in a business/financial environment - Comprehensive understanding of custody and fund accounting - Demonstrated project management and organizational skills, self-reliance, and accountability - Clear and concise written and verbal communication skills - Investigative and analytical abilities - Bachelor's degree or equivalent experience 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.,