Job
Description
The Customer Service Intermediate Analyst role at our organization entails providing clients with resolutions and support in collaboration with the Customer Service team. Your primary responsibility will involve addressing external customer issues and delivering consistent customer service support. As an Intermediate Analyst, you will manage a portfolio of high-profile clients, ensuring that their queries are promptly and professionally acknowledged, investigated, and resolved in adherence to departmental standards. Additionally, you will provide coaching and support to the team, serving as a point of contact for escalations. In this role, you will be expected to develop and maintain client portfolios through regular calls and face-to-face interactions, as necessary. You will keep clients informed about problems such as system failures and market issues, providing them with regular updates on issue resolution. Your input will be crucial in advocating for process improvements and reengineering to enhance the client experience. It will be essential to stay updated on new market and regulatory requirements that may affect the client portfolio. As a Customer Service Intermediate Analyst, you will play a vital role in escalating customer feedback, processing delays, and errors appropriately. You will conduct analyses to resolve problems, collaborating with internal teams for escalations when required. Your responsibilities will also include tasks like reviews, audit preparation, capacity planning, reporting, and maintaining a control environment. Furthermore, you will participate in and offer advice on initiatives aimed at reducing inquiry volume, enhancing client experience, and supporting cross-departmental efforts. When making business decisions, it will be crucial for you to assess risk appropriately, giving special consideration to the firm's reputation and ensuring the protection of Citigroup, its clients, and assets. This involves driving compliance with relevant laws, rules, and regulations, adhering to policies, exercising ethical judgment in personal conduct and business practices, and transparently addressing, managing, and reporting control issues. To qualify for this position, you should ideally possess 2-5 years of customer experience, with relevant experience in a business or financial environment being preferred. Demonstrated project management and organizational skills will be essential for effectively prioritizing multiple tasks. You should exhibit self-reliance, accountability, and the ability to manage risk. Clear and concise written and verbal communication skills are vital, as you will need to influence stakeholders effectively. Strong investigative and analytical abilities are also desired, along with a track record of delivering high-quality customer service focused on building client relationships and achieving quality results. For educational requirements, a Bachelor's degree or equivalent experience is expected. This is a full-time position within the Customer Service job family group, specifically in Institutional Customer Service. If you require a reasonable accommodation to apply for this role or have any accessibility needs, please review the Accessibility at Citi information. Additionally, you can refer to Citigroup's EEO Policy Statement and the Know Your Rights poster for further details.,
