Customer Service Intermediate Analyst

4 weeks ago

Dublin, Dublin City, Ireland Citi Full time
Customer Service Intermediate Analyst (Hybrid)

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

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.

Overview

Location: Dublin, Ireland. Hybrid working model (up to 2 days working at home per week). This role is within Citi's Institutional Customer Service group.

What you will do
  • Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
  • Provide coaching and support to the team and serve as a point of contact for escalations
  • Develop and maintain client portfolio through regular calls and face-to-face interaction, 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 the client portfolio/base
  • Escalate customer feedback, processing delays and errors appropriately
  • Conduct necessary analyses to resolve problems, liaising with internal teams on escalation as necessary
  • Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintaining a control environment
  • Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
What we'll Need From You
  • Customer service experience within a financial institution
  • German or Italian language skills are an advantage
  • Demonstrated project management and organizational skills to prioritize multiple tasks
  • Proven self-reliance and accountability and ability to manage risk
  • Clear and concise written and verbal communication with the ability to influence stakeholders
  • Proven investigative and analytical skills
  • Consistently deliver high-quality customer service with a focus on building client relationships and achieving quality results
What We Can Offer You

By joining Citi Dublin, you will be part of a business casual workplace with a hybrid working model, a competitive base salary (annually reviewed) and a range of benefits designed to support you and your family. Citi also emphasizes a workplace where everyone can feel comfortable being their whole self.

Sounds like Citi has everything you need? Apply to discover the true extent of your capabilities.

Job Details

Job Family Group: Customer Service

Job Family: Institutional Customer Service

Time Type: Full time

Industry context: Banking, Financial Services, and Investment Banking

Equal Opportunity

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. Accessibility accommodations are available on request.

Note: This description reflects the responsibilities and requirements as originally provided and remains focused on the role's objectives, qualifications and offerings.


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