Customer Service Analyst with German or Italian

Discover your future at Citi

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Job Overview

The role is within the Digital Client Support team for Europe & UK based in the Dublin Service Centre.

The Digital Customer service officer will be responsible for proactively working with key internal relationships to provide support to TTS client operations clients and be a strong support to the team leader and section manager.

This will include handling all digital support escalations and engage with clients using the most efficient method to resolve the query or liaise with higher levels of support to investigate further.

German or Italian language is required for this role.

Responsible for a broad range of topics across multiple applications.

Key Responsibilities:

•  Provide Comprehensive Technical Support: Deliver technical support for all Electronic Banking applications, including thorough investigation of digital client support queries, ensuring regular updates are provided to both clients and colleagues, and achieving monthly and weekly resolution goals for delivery effectiveness.
• Performance Accountability and Reporting: Maintain accountability for all aspects of service delivery by monitoring key performance measures, and accurately collate and report key team performance metrics (MIS) to track and demonstrate effectiveness.
• Proactive Incident and Trend Identification: Actively identify and escalate potential incidents or developing situations, such as outages, that could lead to client complaints, alerting management in a timely manner. Proactively identify emerging issues and trends through diligent review of MIS.
• Root Cause Analysis and Continuous Improvement: Conduct in-depth root cause analysis for identified issues and trends, working collaboratively with relevant teams to implement corrective actions. Continuously seek and implement quality and process improvements across all operations.
• Innovation and Tool Optimization: Drive innovation by regularly reviewing internal processes within teams to identify efficiencies. Ensure that all available tools are optimally utilized and support the delivery of services in alignment with the established intensity model.
• Adherence to Professional Standards: Champion and lead by example in the adoption and adherence to departmental standards, including Email Etiquette. Monitor and track improvements in these areas, fostering an "on-the-spot feedback" culture to reinforce best practices.
• Stakeholder Engagement and Communication: Effectively represent the Digital Client Support team in cross-departmental meetings, knowledge forums, and client conference calls as required. Support internal communication efforts, such as compiling 'Who's Who' information, to enhance awareness of roles and responsibilities and ensure appropriate query escalation.
• Compliance and Client Experience Initiatives: Ensure strict compliance with all corporate policies, practices, and adherence to audit and regulatory requirements. Actively participate in CAR (Client Action Request) and VOC (Voice of the Customer) processes and contribute to Client Experience projects to enhance overall client satisfaction.

Knowledge/Experience:

• Knowledge of Digital Support applications is beneficial
• Strong problem solving ability
• Excellent customer service skills
• Experience with managing client relationships and delivering a high level of service
• Ability to cope with multiple issues at the same time with varying priority
• Unquestionable ethics, personal integrity, an understanding of implications of decisions and client confidentiality
• Commitment to excellence
• Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

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.

#LI-DP2

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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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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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 Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.