Citi

Senior Customer Service Analyst

Citi

full-time

Posted on:

Location Type: Hybrid

Location: Tampa • Florida • 🇺🇸 United States

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Salary

💰 $70,720 - $106,080 per year

Job Level

Senior

Tech Stack

Swift

About the role

  • Develop end-to-end service and process improvement plan to support improved quality service for High Intensity clients.
  • Deliver global consistency in appearance as well as processing; ensure internal hands-off are invisible to customers.
  • Identify potential enablers/barriers to success.
  • Drive team to deliver against improved customer satisfaction scores, key performance and productivity indicators/metrics.
  • Oversee the resolution of client inquires, complaints, and issues related to our online banking platforms, ensuring timely and effective outcomes.
  • Interface internal counterparts and business partners to ensure transfer of best service practices.
  • Be both an advocate and responsible for the customer’s voice inside of Citi.
  • Oversee the roadmap for a successful relationship with a client by understanding the clients service needs and gaps in delivery.
  • Manage and monitor client satisfaction levels through Scorecards, Standard reviews, client at risk calls, and service call monitoring.
  • Perform periodic client service reviews and needs analysis with other TTS business partners.
  • Client support will include coordinating and organizing education and training where needed by internal and external clients.
  • Partner with product and sales and appropriate management both regionally and globally on service levels, issues and improvements that will support building strong client relationships.
  • This will include focus on increasing client use of technology for self-servicing where it is available.
  • In addition, the Service Manager may support and contribute to new business proposals as needed.
  • Establish, provide input, and track operational metrics and service delivery requirements to achieve business goals.
  • Participate in communication sessions with local, regional and global constituents to drive Client satisfaction.
  • Taking regional ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider.
  • Maintaining a detailed understanding of the client’s profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction.
  • Establishing, providing input, and tracking operational metrics and service level requirements to achieve business goals.
  • Managing our internal Client at Risk process and supporting escalation resolution.

Requirements

  • 5-8 years of relevant experience
  • Intermediate to senior level experience in a related role
  • Proficient project management skills
  • Influencing and relationship management skills
  • Ability to work under pressure, manage multiple tasks, prioritize and manage time effectively
  • Deep Knowledge of TTS products
  • Familiarity with banking systems (e.g. SWIFT)
  • Knowledge of payment methods (e.g. ACH and wire transfer)
  • Strategic Planning
  • Very good knowledge of risk, compliance, corporate policies, and procedures
  • Strong at process improvement skills; Proficient in workflow analysis, process and systems or analytical thinking.
  • Excellent written and oral communication skills and effective in working cross functionally
  • Fluency in English (written and verbal); Spanish and/or Portuguese is a plus.
Benefits
  • medical, dental & vision coverage
  • 401(k)
  • life, accident, and disability insurance
  • wellness programs
  • paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementworkflow analysisprocess improvementanalytical thinkingTTS productsbanking systemspayment methodsrisk managementcompliancecorporate policies
Soft skills
influencing skillsrelationship managementtime managementability to work under pressureprioritizationcommunication skillscross-functional collaborationcustomer advocacyteam leadershipclient relationship management