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.
Responsibilities
Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated, and resolved timely and professionally and in line with departmental standards
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
Provide coaching, support to team
Requirements
Vast customer service experience
An additional European language such as German or French in addition to English (fluent in writing and speaking)
Relevant experience (business/financial environment) preferred
Project management and organizational skills to prioritize multiple tasks
Proven investigative and analytical skills
We offer
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.
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 energised to join us, motivated to stay, and empowered to thrive.
Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening.
Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals.
Our automated processing and AI do not involve relying on automatic or autonomous decision-making.
Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Equal Employment Opportunity
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.
View Citi's EEO Policy Statement and the Know Your Rights poster.
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