Customer Service Associate Analyst

Citi

. Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards .

Posted 4/21/2026full-timeTampa • Florida, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $58,656 - $78,180 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Bachelor's degree/University degree or equivalent experience

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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

Hard Skills & Tools

project managementanalytical skillscapacity planningaudit preparationprocess improvementrisk assessment

Soft Skills

customer experiencecommunicationcoachingself-relianceaccountabilityorganizational skillsrelationship buildinginfluencing stakeholders

Certifications

Bachelor's degreeUniversity degree