Customer Service Associate

2 months ago

London, Greater London, United Kingdom 00002 Citibank, N.A. Full time
Job Summary

The Customer Service Intermediate Associate 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.

Key Responsibilities
  • Provide operational support across functions, including administering defined procedures, performing analysis, and preparing reports.
  • Manage a portfolio of clients, delivering service that meets or exceeds client expectations and serve as the point of contact for day-to-day complex client inquiries regarding banking products.
  • Manage and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures.
  • Liaise with internal and external cross-functional partners to meet or exceed the needs of Citi clients.
  • Create reports for internal and/or external distribution and conduct research to support initiatives and ongoing reporting needs.
  • Provide assistance/mentoring to junior analysts.
  • Perform regulatory, audit, and control assessments as well as feasibility analyses for process changes, as needed.
  • 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.
  • Monitor and ensure transactions processes are executed correctly and are compliant with internal policies and controls.
  • Assist in the investigation, documentation, and corrective action implementation of all required issues as directed.
  • Aid with the transition, alignment, and stabilization efforts of critical operations functions.
  • Assist as required for control, risk, daily activities, and transaction services projects.
Requirements
  • 2-5 years of relevant cash management and financial services experience preferred.
  • Consistently demonstrate clear and concise written and verbal communication.
  • Proven analytical and critical thinking skills.
  • Demonstrated ability to build and cultivate partnerships across business regions.
  • Proven project management and leadership skills.
  • Excel experience preferred.
  • Fraud/Merchant Dispute experience with VISA/Mastercard.
Education
  • Bachelor's degree/University degree or equivalent experience.

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