Technical Customer Service Analyst 2 - C10

The Customer Service Analyst 2 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.

Responsibilities:

• Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
• Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
• Conduct necessary analyses to address client needs
• Communicate resolutions to clients
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Inform clients about problems (system failures, market issues) and provide regular resolution updates
• 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.

Qualifications:

• 0-2 years of relevant experience
• Experience in customer service preferred
• Computer proficiency
• Consistently demonstrate clear and concise written and verbal communication
• Proven investigative and analytical skills
• Demonstrated ability to present concepts and influence change
• Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
• Proven ability to work under limited supervision within a team environment

Education:

• Bachelor's degree/University degree or equivalent experience

Manage the problem resolution of advanced production support issues, related to front end applications of Cash and Trade application such as Citidirect, Citi-Connect For Swift, Citi-Connect API, Citi-Connect for Files, etc. Provide support to Host to Host clients, i.e. Connectivity, Encryption, Certificate Update and Payment File Format validation.
•    Manage and address technical related queries from Client, Operations Team and In-country Technical Teams.
•    Track and manage resolution for cases escalated to upper level support team, both internal and external)  
•    Verification of system setups to ensure client payments, reports are in accordance with client requirement, including board resolutions
•    Work closely with Technology team, product teams, vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries.
•    Manage external support team to ensure that they meet the agreed SLA
•    Conduct client consulting and introduce best practice to client on Citi e-banking platform
•    Work closely with Technology Implementation Team, Development Team, Product Teams, Vendors, and other internal teams to resolve system issues/defects, bug fixes and address client’s queries. 
•    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 
•    Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
•    Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards
•    Conduct necessary analyses to address client needs
•    Develop and maintain client portfolio through regular calls and emails Inform clients about problems (system failures, market issues) and provide regular resolution updates
•    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

Pre-requisite
•    4-6 years of experience in a customer support role
•    Good customer service, communication and interpersonal skills
•    Preferably Technical background
•    Proficient in Microsoft Office and Knowledge on Window’s, Operating Systems and Apple’s environment setting, such as Java, IE/Safari, Androids
•    Good understanding of basic Host to Host Protocols and Encryption types
•    Proven investigative and analytical skills
•    Good problem resolution skills and ability to break down complex issues.
•    Good client communication skills and ability to work with various functional partners
•    Ability to work under tight timeline as there will be Service Level Agreements to follow depending the severity of the issue.
•    Having client facing experience in the previous roles will be an advantage.
•    Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results
•    Proven ability to work under limited supervision within a team environment
•    Team player and able to work independently. Adjust priorities quickly as circumstances dictate

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