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.Primary contact for Noth American as well as global clients and is responsiblefor ensuring a perception of quality service is delivered.The CSO acts as a liaisonbetween clients and Bank's Operations for problem identification and resolutionInfluence 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 productproprietary 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 bothinternally 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 teamsRisk 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 flowsBilingual (Spanish/English or English/Portugues) a plus Strong Written and verbal communication skills. Attention to detailGeneral 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 solutionEffectively 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 practicesEnsure cross training for self within the unit Ensure attendance to mandatory trainings May participate with senior teammates on clients calls for increased knowledge and exposureProcess 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 quicklyWork independently an efficiently to achieve high level of productivity while reducing costsInterface with clients Operations and Technologyto drive improvements Work with clients to identify process improvements and with RMs/Operations to implement themPromote digital platforms and self service Perform other functions as business may dictate ------------------------------------------------------Job Family Group:Customer Service------------------------------------------------------Job Family:Institutional Customer Service------------------------------------------------------Time Type:Full time------------------------------------------------------Primary Location:Tampa Florida United States------------------------------------------------------Primary Location Full Time Salary Range:$56,020.00 - $78,180.00In 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.------------------------------------------------------Anticipated Posting Close Date:May 17, 2024------------------------------------------------------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 reviewAccessibility at Citi.View the "EEO is the Law" poster. View theEEO is the Law Supplement .View theEEO Policy Statement .View thePay Transparency Posting
