The Customer Service Analyst 2 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team.
The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Responsibilities: Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues.Ensure customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards through email channel.Log, manage, and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures.Ensure all cases are updated on a regular basis and clients are advised of status.Ensure the correct handling of our customer's information treating it according to the corresponding policies.Follow all the procedures and instructions based on regulatory requirements for all the served countries.Identify and implement improvement opportunities based on customer interactions to reduce queries, time of response, or improve customer experience.Provide customer service and timely resolution to high profile & sensitive clients.Conduct necessary analyses to address client needs.Communicate resolutions to clients.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: Previous relevant experience preferred.Experience in customer service.Proven investigative, analytical and risk management skills.Demonstrated ability to present concepts and influence/lead change.Consistently demonstrate clear and concise written and verbal communication.Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results.Education: Bachelor's degree - University degree or equivalent experience in customer service preferably at Financial Institutions or Global Companies.Advanced English skills (written and spoken) are required.Job Family Group: Customer Service
Job Family: Institutional Customer Service
Time Type: Full time
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