Customer Service Intermediate Analyst
Citigroup Inc., Tampa, FL, United States
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 and support to team and serve 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
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
Qualifications
2‑5 years of customer experience
Relevant experience (business/financial environment) preferred
Demonstrated project management and organizational skills to prioritize multiple tasks
Proven self‑reliance and accountability and ability to manage risk
Consistently demonstrate 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
Education
Bachelor's degree/University degree or equivalent experience
Salary
$58,656.00 - $78,180.00
Benefits
Citi offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. Eligible employees may also receive discretionary and formulaic incentive and retention awards.
Equal Opportunity Statement
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. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.
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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 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
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency
Qualifications
2‑5 years of customer experience
Relevant experience (business/financial environment) preferred
Demonstrated project management and organizational skills to prioritize multiple tasks
Proven self‑reliance and accountability and ability to manage risk
Consistently demonstrate 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
Education
Bachelor's degree/University degree or equivalent experience
Salary
$58,656.00 - $78,180.00
Benefits
Citi offers competitive employee benefits, including medical, dental & vision coverage; 401(k); life, accident and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. Eligible employees may also receive discretionary and formulaic incentive and retention awards.
Equal Opportunity Statement
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. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.
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