Customer Service Intermediate Analyst - German (Hybrid)

Team/Position Overview

Citi's Treasury and Trade Solutions (TTS) team is a leading provider of cash management and trade solutions to financial institutions, corporate and public sector clients around the world. With a global network spanning 90+ countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management.

Key Responsibilities:

• Manage a portfolio of high profile clients, ensuring all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards
• At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally
• Lead and participate in cross departmental initiatives
• Be involved and understand Monetary Claim issues
• Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required
• Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.
• Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable
• Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls
• Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue
• Escalate customer feedback, processing delays and errors appropriately
• Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable
• Keep updated on all new market and regulatory requirements affecting client portfolio/base
• Ensure adherence to all departmental standards/KPI’s and ensure a pristine control environment maintained at all times
• Partner with Client coverage partners and Product/ Line Operations to drive Digitization and continuous marked improvement in Voice of Client scores  
• Drive standardization and productivity with a view to reducing MTP’s  
• Perform analysis on trends and best practices while suggesting improvements based on analysis  
• Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.   

What we'll need from you:

• Experience in Customer Services and/or Finance
• Fluency in English and German is essential and 1 additional European is advantageous)
• Experience of successfully building a trusted network of people who have assist them i  achieving  their goals
• Experience working with a diverse range of cultures and being able to adapt to the localized methods of communication
• Proven track record of managing client   relationships and delivering high quality customer service
• Knowledge of Citi systems & platforms  advantageous
• Must have proficient use of all Microsoft  Applications ( Word, Excel, Access, PowerPoint), with very strong computer/technical skills
• Experience in a fast paced team environment, with being a senior member or SME in this team being an advantage

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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