Job Description :
The Customer Service Analyst 1 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.
Responsibilities:- To support 7.24 Off hour business
- Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
- This position requires to work 24.7 shift handling Cash Instant Payments and Collections related inquiries, particularly system technical related issues.
- Receive and handle incoming calls/emails, greet clients and be ready to assist
- Perform investigation analysis for inquiries by logging the cases into a proprietary case tracking system, updating the case progress, and tracking the case to closure
- Ensure that the cases are resolved within predefined standard turnaround time
- Work with internal solution providers and accomplish final resolutions for client cases
- Gain sufficient knowledge of product features, and operational and technology aspects of transaction banking (Cash Management and Trade) products that would result in elevated client experience with investigations
- Ensure timely updates of client cases in accordance to predefined frequency
- Demonstrate ability to look beyond the surface of operational issues by identifying root causes, identifying solutions, and championing the initiative to improve/fix the issues.
Qualifications:- Minimum 3-5 years of banking experience, preferably in customer services or marketing support or operations
- Proven investigative, analytical and risk management skills
- Customer focus with excellent communication and interpersonal skills
- Proficiency in spoken and written English
- Good banking and product knowledge (e.g. cash and electronic banking)
- Good diction and voice manners
- Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
Education:- Bachelor's degree/University degree or equivalent experience
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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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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 .
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