Customer Service Intermediate Associate Analyst (Hybrid)

Team/Position Overview

Customer Service Intermediary Associate Analyst are required to:

• Ensure customer queries are answered in the most efficient way possible.
• Work with CSO/Branches globally to obtain answers/solutions for clients’ queries that are outside of US, based on their interaction with Citi’s global footprint
• Ensure incoming enquiries into the US Service Centre are dealt with in an efficient and effective manner.
• Support and strengthen customer needs in an efficient, effective, and professional manner and handle exceptional requests when required.
• Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer.

Responsibilities:

• Manage a portfolio of high-profile clients, ensuring all their queries are acknowledged, investigated, and resolved in a timely and professional manner and in line with departmental standards and meets or exceeds client expectations

• Respond to client inquiries via phone, email, or in person

• Handle payment-related inquiries and issues (e.g. transactions, fees, disputes)

• Investigate and resolve ACH and Cross Border payment discrepancies

• Provide account information, balance, transaction history, statements and billing invoice

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally

• Provide operational support across function, including administering defined procedures, performing analysis and preparing reports
• Manage and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures
• Liaise with internal and external cross-functional partners to meet or exceed the needs of Citi clients
• Participate and Lead in department projects and initiatives
• Proactively aim to reduce query volume and promote self-service
• Create reports for internal and/or external distribution and conduct research to support initiatives and ongoing reporting needs
• Request clients to participate in the Voice of Client surveys.  
• Provide assistance/mentoring to junior analysts
• Perform regulatory, audit and control assessments as well as feasibility analyses for process changes, as needed
• 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 relevant cash management and financial services experience preferred
• Experience in Customer Services
• Client focused – (Meet and exceed expectations)
• Familiarity with banking systems  (e.g. SWIFT)
• Knowledge of payment methods (e.g. ACH and wire transfer)
• Consistently demonstrate clear and concise written and verbal communication
• Proven analytical and critical thinking skills
• Demonstrated ability to build and cultivate partnerships across business regions
• Proven project management and leadership skills
• Strong attention to detail and accuracy
• Ability to work under pressure, manage multiple tasks, prioritize and manage time effectively
• Excellent communication, listening, and problem-solving skills
• Fluency in English (written and verbal)
• Spanish and/or Portuguese is a plus

Education:

• Bachelor's degree/University degree or equivalent experience

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Primary Location:

Tampa Florida United States

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Primary Location Full Time Salary Range:

$56,020.00 - $78,180.00

In addition to salary, Citi