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.

Primary contact for North American as well as global clients and is responsible for ensuring a perception of quality service is delivered.The CSO acts as a liaison

between clients and Bank's Operations for problem identification and resolution

Influence the process of ensuring standard Services transactions are executed in a timely and accurate manner:

 Transactions may include but not limited to:funds transfers, DDA Account related matters, ACH, Check Collections, WorldLink,Control Disbursements, Billing, Citidirect, etc. these products may also include Services products such as Cards & TradeServe as day-to day operational focal point contact for clients

Main Competencies:

*Technological Proficiency / Knowledge: Basic Navigation Skills within the product proprietary systems that support the business

* Global Client Respect/Service: Dedicated to understanding and addressing clients needs

*Communication: Effective telephone and written skills necessary to interact both internally and externally with senior level professionals

*Achieving / Driving Results: Proactively identify problems that may arise for client's accounts and interface with Operations, Technology, and Regional and local service teams

*Risk Management - perform within departmental procedures and compliance standard in order to minimize losses to the bank

*Teamwork and Interpersonal skills: Ability to relate to others, provide back up coverage for team members and assist team members during high volume periods 

*Shared Responsibilities - Fully understand and implement Citi's values: 

Responsibility to our clients, each other and our franchise

Experience Required:

Detailed knowledge of Payments and Receivables products and flows

Bilingual (Spanish/English or English/Portuges) a plus 

Strong Written and verbal communication skills.

Attention to detail

General Accounting Principles

Strong knowledge of PC MS applications

Knowledge of internal Policies and Controls

Experience in client facing roles and able to manage difficult conversations

Day to day Responsibility

*Liaison between clients and Operations for problem identification and solution

*Effectively resolve client issues related to payments and receivables products and provide value added solution

*Provide back up coverage for team members and assist team members during high volume periods

*Receive instructions from management on escalated issues to ensure best business practices

*Ensure cross training for self within the unit

*Ensure attendance to mandatory trainings

*May participate with senior teammates on clients calls for increased knowledge and exposure

*Process of standard service transaction and use of discretion in dealing with clients to ensure quality service standards are delivered effectively

*Maintain client satisfaction by responding to problems quickly

*Work independently an efficiently to achieve high level of productivity while reducing costs

*Interface with clients Operations and Technologyto drive improvements 

*Work with clients to identify process improvements and with RMs/Operaions to implement them

*Promote digital platforms and self service

*Perform other functions as business may dictate

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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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 Accessibility at Citi.

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View the EEO Policy Statement.

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