Customer Service Senior Analyst

CitiService® is an integrated customer support line for after-sales service dedicated to delivering accurate, timely and professional response in every client interaction. The Customer Service Senior Analyst is an intermediate-level position and plays a critical part in enhancing client experience.  Responsible for providing clients with excellent support and experience in coordination with the Client Service team. The overall objective of this role is to deliver Best-in-Class experience to our clients addressing issues and providing ongoing client service support. The successful candidate for this high impact role requires strong problem solving, proactive and client management skills, as well as an exceptional understanding of the commercial and corporate banking environment.

Responsibilities:

• Manage, develop and maintain a portfolio of high-profile clients, through regular calls and face to face interaction, ensuring queries are acknowledged, investigated and resolved timely and professionally in line with departmental standards
• Provide coaching and support to team and serve as point of contact for escalations
• Inform clients about problems (system failures, market issues) and provide regular resolution updates; escalate customer feedback, processing delays and errors appropriately
• Advise on and advocate the implementation of process improvement and reengineering as well as participate in inquiry-volume reduction, client experience initiatives and cross-departmental projects
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
• 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
• 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 service experience (preferred within business/financial environment)
• Bachelor's degree/University degree or equivalent experience
• Fluent in English
• Efficiency in team setting combined with ability to work with different functional teams to provide exceptional client experience
• Demonstrated project management and organizational skills to prioritize multiple tasks
• Proven self-reliance, accountability as well as investigative and analytical skills, risk management competence
• Ability to embrace new technology and understand the role digital plays in the experience
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders

What we can offer you:

By joining Citi Solutions Center Poland, 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 such as:

• Private Medical Care Program
• Life Insurance Program
• Pension Plan contribution (PPE Program)
• Employee Assistance Program
• Paid Parental Leave Program (maternity and paternity leave)
• Sport Card
• Holidays Allowance
• Sport and team recreation activities
• Special offers and discounts for employees
• Access to an array of learning and development resources
• A discretional annual performance related bonus
• A chance to make a difference with various affinity networks and charity initiatives

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.

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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