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Customer Service Intmd Assoc Analyst

  • Citi
  • New Castle, DE, United States
  • May 14, 2019
Customer Service

Job Description

  • Primary Location: United States,Delaware,New Castle
  • Education: Bachelor's Degree
  • Job Function: Operations Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19018468


Key Responsibilities:

    • Primary day-to-day focal point of contact for key/high revenue global clients
    • Responsible to follow up on Out of Standard cases in all regions globally for their designated clients
    • Manage and own escalations through to resolution including root cause analysis, identify fix and preventative measures
    • Perform high risk tasks such as participate as a member of the Daylight Overdraft Team
    • Lead New hire training sessions on specific product or procedure
    • Trend and analyze opportunities for client experience optimization, process efficiencies and risk mitigation?
    • Identify and implement process improvements to reduce operating deficiencies and improve productivity across products and client services
    • Engage partners to focus on issues and opportunities that differentiate Citi in the view of our clients as an excellent service provider
    • Act as liaison with internal and external cross functional partners to deliver an excellent client experience
    • Ensure all transactions are executed in a timely and accurate manner to provide superior service
    • Through proactive engagement understand the client?s service needs and gaps while delivering global consistency
    • Assist with PCM management , including creating, reviewing and updating documentation
    • Perform regulatory, audit and control assessments including RCSA reviews
    • Create reports for internal and/or external distribution by understanding the needs of the clients
    • Drive short and long-term projects? as well as testing of new features/functions

Development Value:

    • Relationships management skills - Increasing ability to develop client and partner relationships regionally and globally,?? Increased ability to navigate internal, vendor or client organizations
    • Increased interpersonal skills ? communication, presentation skills and collaboration
    • Leadership skill ? act as a new hire peer coach, provide training, ability to multitask, influencing others, ability to negotiate
    • Metrics / MIS ? Perform trend analysis, utilization of Business Objects and STaRS
    • Increased depth of overall Treasurary and Trade?Product knowledge



oExperience with internal products and systems preferred <?xml:namespace prefix="o" ns="urn:schemas-microsoft-com:office:office"?>

oDemonstrate professional verbal and written communication skills

oAptitude for utilizing reporting tools, applications

oExcellent organization skills

oAbility to drive results in a fast paced, goal oriented environment

oBachelor?s degree is a plus

oExcellent written, oral and presentation skills to interact with both internal partners and external clients

oSuperior analytical and creative thinking skills

oAbility to train others

oAbility to innovatively develop solution proactively to client issues and identify opportunities for efficiency

oEffective in working cross functionally with global and regional clients and partners

oDemonstrate ability to understand and address client needs and establish long term credibility and relationships with clients

oHighly experienced self-starter that takes independent initiative?