The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support 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, analyzing client service requests and defining and executing action plans involving data analysis and investigation and developing tailored training sessions or hosting massive events in order to promote Digital adoption of Digital Channels and Electronic Banking solutions.Responsibilities:Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standardsResearch and analyze client service requests, operation, and digital profile to define an action plan to promote adoption of Digital Channels and Electronic Banking Solutions.Coordinate sessions with clients to understand their needs and provide advice on the benefits of using Digital Channels and Electronic Banking Solutions.Deliver client training of digital product based on client's needs.Provide coaching and support to team and serve a point of contact for escalationsDevelop and maintain client portfolio through regular calls and face to face interaction, as neededHave an advisory mindset with the client to ensure the accomplishment of our digital strategy.Provide high Class service to the top tier corporate clients, identifying root causes and implementing action plans to improve customer experienceInform clients about problems (system failures, market issues) and provide regular resolution updatesAdvise on and advocate the implementation of process improvement and reengineering to improve client experienceMaintain knowledge of new market and regulatory requirements affecting client portfolio/baseEscalate customer feedback, processing delays and errors appropriatelyConduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessaryComplete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environmentParticipate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiativesAppropriately 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:3-5 years of experience in a related roleClient facing experience.Excellent public presentation skills.Proactive/Creative/Innovative MindsetClient and results orientedBilingual in english, must be able to maintain fluent communications with clients.Tech support experience.Relevant experience (business/financial environment) preferredDemonstrated project management and organizational skills to prioritize multiple tasksProven self-reliance and accountability and ability to manage riskConsistently demonstrate clear and concise written and verbal communication with ability to influence stakeholdersProven investigative and analytical skillsConsistently deliver high-quality customer service with focus on building client relationships and achieving quality resultsEducation:Bachelor's degree/University degree or equivalent experienceInglés Avanzado oral y escrito------------------------------------------------------Job Family Group: Customer Service------------------------------------------------------Job Family:Institutional Customer Service------------------------------------------------------Time Type:Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities.If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .
