Customer Service Intermediate Associate Analyst
Citi, Newark, DE, United States
Work Schedule
Thursday night 8PM into Friday morning 8AM, Saturday night 8PM into Sunday morning 8AM, Wednesday night 8PM into Thursday morning 8AM, Friday night 8PM–12AM. Work schedule is hybrid – two 12‑hour shifts onsite in Newark, DE and two remote shifts. A 12‑week training period is scheduled during normal business hours, Monday–Friday 8AM–5:30PM, with three days onsite. Candidates must be able to work from home remotely (PC, phone, reliable WiFi). U.S. citizenship or permanent residency (green card) is required. A comprehensive background check will be required and renewed every five years while employed.
Responsibilities
Provide phone, email, and Help Desk support for multiple government web‑based applications, including in‑depth technical troubleshooting with agency users and IT support; make decisions based on unique security settings and incident criticality.
Log, manage, and own cases through resolution, assist with root‑cause analysis, identify fixes and preventative measures, and keep all cases updated in line with service‑level agreements.
Deliver superior service and timely resolution to high‑profile and sensitive clients; unresolved issues may cause significant financial or reputational risk.
Maintain or exceed key performance indicators at or above published expectations.
Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover, and delegate incoming customer inquiries to team members.
Validate high‑value file transmissions and escalate as needed.
Conduct user recertification, user account management, security reporting, and onboarding/maintenance of agency and financial institution access for multiple applications.
Stay up‑to‑date on product knowledge, new functionality, and releases; assist with training implementation.
Collaborate with internal and external Technology, Deployment/Implementation, Testing, Financial Institutions, and other government teams and partners.
Assist with the customer onboarding of new products for supported applications.
Send communications to an audience of up to 20,000 global customers for multiple applications.
Participate in User Acceptance Testing for new features and functions, perform post‑release validations, compile results, and report to Technology teams.
Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity, and mitigate risk.
Support the training and development of other team members and drive positive change to improve the client experience.
Support senior team members during stretch assignments.
Maintain flexibility with schedule to meet all service‑level agreements for 24/7/365 coverage.
Manage process documentation, including creation, review, and updates as needed.
Adhere to compliance PII and SBU standards and remain current on required training.
Additional responsibilities may include client site visits, knowledge‑base management, internal projects, and other duties as assigned.
Qualifications
Three or more years of help‑desk and/or application support experience.
Previous customer service experience preferred.
Bachelor's degree or equivalent job experience.
Ability to troubleshoot complex technical issues using reporting tools, applications, and systems.
Proficiency in all Microsoft applications.
Excellent written and verbal communication skills for interacting with internal partners and external clients at all levels.
Ability to present technical or analytical information to both non‑technical and technical audiences.
Demonstrated ability to respond under pressure and effectively multi‑task in a fast‑paced environment.
Detail‑oriented with strong organizational skills.
Superior analytical and innovative thinking skills.
Ability to assess complex processes and deliver practical solutions.
Strong interpersonal skills and positive peer engagement in a diverse environment.
Knowledge of public‑sector business is a plus.
Citi is an equal‑opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools or apply for this opportunity, please review our Accessibility resources. View Citi’s EEO policy statement and the “Know Your Rights” poster.
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Thursday night 8PM into Friday morning 8AM, Saturday night 8PM into Sunday morning 8AM, Wednesday night 8PM into Thursday morning 8AM, Friday night 8PM–12AM. Work schedule is hybrid – two 12‑hour shifts onsite in Newark, DE and two remote shifts. A 12‑week training period is scheduled during normal business hours, Monday–Friday 8AM–5:30PM, with three days onsite. Candidates must be able to work from home remotely (PC, phone, reliable WiFi). U.S. citizenship or permanent residency (green card) is required. A comprehensive background check will be required and renewed every five years while employed.
Responsibilities
Provide phone, email, and Help Desk support for multiple government web‑based applications, including in‑depth technical troubleshooting with agency users and IT support; make decisions based on unique security settings and incident criticality.
Log, manage, and own cases through resolution, assist with root‑cause analysis, identify fixes and preventative measures, and keep all cases updated in line with service‑level agreements.
Deliver superior service and timely resolution to high‑profile and sensitive clients; unresolved issues may cause significant financial or reputational risk.
Maintain or exceed key performance indicators at or above published expectations.
Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover, and delegate incoming customer inquiries to team members.
Validate high‑value file transmissions and escalate as needed.
Conduct user recertification, user account management, security reporting, and onboarding/maintenance of agency and financial institution access for multiple applications.
Stay up‑to‑date on product knowledge, new functionality, and releases; assist with training implementation.
Collaborate with internal and external Technology, Deployment/Implementation, Testing, Financial Institutions, and other government teams and partners.
Assist with the customer onboarding of new products for supported applications.
Send communications to an audience of up to 20,000 global customers for multiple applications.
Participate in User Acceptance Testing for new features and functions, perform post‑release validations, compile results, and report to Technology teams.
Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity, and mitigate risk.
Support the training and development of other team members and drive positive change to improve the client experience.
Support senior team members during stretch assignments.
Maintain flexibility with schedule to meet all service‑level agreements for 24/7/365 coverage.
Manage process documentation, including creation, review, and updates as needed.
Adhere to compliance PII and SBU standards and remain current on required training.
Additional responsibilities may include client site visits, knowledge‑base management, internal projects, and other duties as assigned.
Qualifications
Three or more years of help‑desk and/or application support experience.
Previous customer service experience preferred.
Bachelor's degree or equivalent job experience.
Ability to troubleshoot complex technical issues using reporting tools, applications, and systems.
Proficiency in all Microsoft applications.
Excellent written and verbal communication skills for interacting with internal partners and external clients at all levels.
Ability to present technical or analytical information to both non‑technical and technical audiences.
Demonstrated ability to respond under pressure and effectively multi‑task in a fast‑paced environment.
Detail‑oriented with strong organizational skills.
Superior analytical and innovative thinking skills.
Ability to assess complex processes and deliver practical solutions.
Strong interpersonal skills and positive peer engagement in a diverse environment.
Knowledge of public‑sector business is a plus.
Citi is an equal‑opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools or apply for this opportunity, please review our Accessibility resources. View Citi’s EEO policy statement and the “Know Your Rights” poster.
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