Customer Service Analyst
Citi
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
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Salary
💰 $79,320 - $110,680 per year
About the role
- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally
- Provide coaching and support to team and serve as 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
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
Requirements
- 2-5 years of customer service experience
- Relevant experience (business/financial environment) preferred
- Written and verbal fluency in English and one or more of Japanese, Mandarin or Korean
- Nice to have - French language
- Demonstrated project management and organizational skills to prioritize multiple tasks
- Proven self-reliance and accountability and ability to manage risk
- Proven investigative and analytical skills
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer serviceproject managementanalytical skillsinvestigative skills
Soft Skills
coachingcommunicationself-relianceaccountabilityorganizational skills