CitiService Intmd Analyst (Hybrid)

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters.

Team/Position Overview:

The CitiService team supports Custody and Third Party Lending, working with various global windows, servicing client needs across Transaction Management, Cash/FX & Corporate Actions. The team has a global presence primarily providing services from 3 major hubs (Kuala Lumpur, Dublin & Tampa). As part of CS Team, you will report to CitiServices Lead or Senior Manager. You will partner with your Manager to provide proactive client service experience to all Citi’s domestic and international clients. You will ensure SLA’s turnaround time in responding to all client inquires received by telephone, emails, and other means. The most important aspect of this role outside excellent client service is an opportunity to gain immense knowledge and experience of inner workings of international markets across custody support offerings.

What you will do:

Query Management & Oversight

• Exhibits strong knowledge and expertise in the products and capabilities of the Custody Business (Settlements, Asset Servicing, Cash/FX & Tax)
• To proactively monitor and address all incoming client queries and ensure response accuracy and adherence to the service standards
• Ensure compliance with the global standards for monitoring, replying, and recording of client queries in query management system
• Proficient in handling urgent and escalation cases and manage client & internal team expectations
• Timely escalation of client dissatisfactions, workload issues or concerns errors etc to the team lead/senior manager
• Understand key metrics for the team and provide support in preparation of weekly/monthly service reports and MIS for KPI reporting

Process Improvement

• Identify process improvement opportunities and communicating to management for consideration
• Analyse root-cause of recurring issue through regular reviews of metrics, and assist in developing programmes for service enhancements
• Assist with BRD reviews, system testing, and process improvement projects
• Proactively participate and acquire knowledge from the cross-training sessions

Risk & Control

• Notify Team Lead of potential or actual risk/issue events
• Instill and promote a proactive and “no surprise” approach in communicating issues and possible solutions
• To take part in the regular/ad-hoc reviews of high-risk areas to monitor risk levels and quantify the potential financial exposure related to those risks
• Prioritise any audit/corrective active plan appropriately along with BAU Workload

Client & Stakeholder Management

• Develops strong relationships across all stakeholders at Citi, along with external clients
• Preparation of monthly/weekly summary of query analysis
• Comfortable investigating root-cause of any issues, client dis-satisfaction etc and escalating to the senior management

What we'll need from you:

• Demonstrable experience in a Customer Service Role
• Strong Leaving Certificate or combination of education/experience
• Highly motivated, persistent and able to work in a structured , high volume, time sensitive environment. Capable of multi-tasking and eager to learn multiple products in a challenging environment
• Ability to introduce and drive change in a complex environment
• Fast Learner, strong attention to detail and willingness to go extra mile  
• Proficient in handling urgent and escalation cases and client and internal team expectations  
• Proficient knowledge of English ( written and spoken)

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day. We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive.

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

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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.

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