Customer Service Analyst

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.

Team/Role Overview

The Customer Service 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.

Responsibilities

- 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, support to team, and serve a point of contact for escalation

- 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

Qualifications

- Experience in customer service preferred

- Proficiency in English and another European language (Spanish, German or French)

- Computer proficiency

- Consistently demonstrate clear and concise written and verbal communication

- Proven investigative and analytical skills

- Demonstrated ability to present concepts and influence change

- Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results

- Proven ability to work under limited supervision within a team environment

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. 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.

Job Family Group: Customer Service

Job Family: Institutional Customer Service

Time Type: Full time

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

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