Customer Service Analyst 2

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Job Overview

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

Teamwork & Collaboration: Ability to work effectively with
others, contribute to shared goals, and support team
members.
Communication: Clear and concise verbal and written
communication, active listening, and ability to articulate ideas
and concerns constructively.
Problem-Solving: Capacity to identify and address issues
within one's scope of work, seeking solutions and escalating
when necessary.
Adaptability & Flexibility: Willingness to adjust to changing
priorities, learn new processes or tools, and respond positively
to feedback.
Initiative & Proactiveness: Taking ownership of tasks,
seeking opportunities to contribute, and acting without
constant supervision.
Attention to Detail: Meticulousness in work to ensure
accuracy, completeness, and high quality.
Time Management & Organization: Ability to prioritize tasks,
manage workload efficiently, and meet deadlines.
Learning Agility: Eagerness and capacity to quickly acquire
new knowledge, skills, and competencies.
Dependability & Reliability: Being consistent in
performance, following through on commitments, and being a
trustworthy team member.
Receptiveness to Feedback: Openness to receiving
constructive criticism and using it for personal and
professional growth.

Fluent convesational English

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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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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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