The Customer Service Analyst 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.

Client Service Officers are required to:

• Ensure customer queries are answered in the most efficient way possible
• Work with CSO/Branches globally to obtain answers/solutions for clients’ queries that are outside of Western Europe, based on their interaction with Citi’s global footprint
• Ensure incoming enquiries into the Dublin Service Centre are dealt with in an efficient and effective manner
• Support and strengthen customer needs in an efficient, effective and professional manner and handle exceptional requests when required
• Review and resolve problems relating to Funds Transfers by conducting necessary analyses and communicating resolution to the customer

Key Responsibilities:

• Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
• Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required
• Drive client satisfaction for given portfolio – including regular proactive calls and visits where required
• Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable
• Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
• Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
• Escalate customer feedback, processing delays and errors appropriately
• Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times
• Ensure 100% logging and management of all Client interactions on an automated query login system
• Initiate Digitization projects to reduce queries through automation & selling self-service model. Eg; E-statements, E-swift, E-Advices, Payment Insights etc.
• Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer.  Request clients to participate in the Voice of Client surveys
• Communicate Clients regarding outages, product updates, institutional and regulatory requirements  
• Answer client calls within the department standards   

Resource Development:

• Cross Functional and Product based trainings in Cash, Trade, Citi Direct Teams, Account Services, Treasury  etc.  (Degreed / GLMS)  
• Basic Orientation on Regulatory Guidelines with regards to Client Management or Complaint handling etc.  

Experience and Skills

• Excellent communication skills in English and German: verbal and written
• Experience in business/financial environment
• Client focused – (Meet and exceed expectations)
• Manages Risk
• Delivers quality results- Ability to influence stakeholders to achieve results
• Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics
• Build relationships easily
• Ability to plan and organize efficiently (prioritize)
• Excellent problem solving skills
• Proven record of process improvement
• Crisis Management skills
• Accountable and self-reliant
• Excellent time management & prioritisation skills
• Has the required influencing and persuasion skills to assist colleagues

What we can offer you:

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

English and German language skills required

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Job Family Group:

Customer Service

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Job Family:

Institutional Customer Service

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Time Type:

Full time

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Primary Location Full Time Salary Range:

35 950,00 € - 46 750,00 €

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

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This job opening is for an existing job vacancy.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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 Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.