Customer Service Intermediate Analyst

4 weeks ago

Dublin, Dublin City, Ireland Citigroup Inc. Full time
Overview

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.

What you will do

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.

  • 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 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 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 maintain 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 speaking is 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 ability to influence stakeholders
  • Proven investigative and analytical skills
  • Consistently deliver high-quality customer service with 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 (up to 2 days working at home per week), and a competitive base salary (annually reviewed) along with additional benefits that support you and your family. Discover more here.

Additionally, Citi is committed to ensuring our workplace is inclusive and welcoming to all. We want the best talent around the world to be energized to join us, motivated to stay, and empowered to thrive.

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

LI-LC1

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Job Family Group: Customer Service

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Job Family: Institutional Customer Service

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Time Type: Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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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 at Citi.

View Citi's EEO Policy Statement and the Know Your Rights poster.


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