Customer Service Senior Analyst

Discover your future at Citi

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Job Overview

Team & Role Overview:

Join the CitiService team as a Senior Specialist, an integral part of our Custody and Third-Party Lending operations. This critical client-facing role, based in Dublin and part of our strategic global hubs (Kuala Lumpur, Dublin, Tampa), is dedicated to providing proactive and exceptional service to one of Citi's Platinum international clients. You will be responsible for meticulously managing client inquiries received via various channels, ensuring strict adherence to SLA turnaround times, while also driving operational excellence across securities processing. This position offers a unique opportunity to gain profound knowledge of international financial markets, particularly within custody support offerings.

Key Responsibilities:

Client Service & Product Expertise

• Possess comprehensive knowledge of Custody Business products (Settlements, Asset Servicing, Cash/FX, Third-Party Lending).
• Manage a high-profile client and serve as a single point of contact for queries, engaging to understand client service needs and gaps and escalation of critical issues.
• Liaise with internal and external cross-functional partners to deliver customer service that meets or exceeds client expectations.
• Proactively manage client expectations with transparent communication and realistic resolution timelines.
• Act as a SME, providing authoritative guidance and innovative solutions across custody operations and securities processing procedures and industry standards.
• Resolve complex process problems, leveraging deep expertise to deliver effective and timely resolutions.
• Ensure transactions are executed timely and accurately.
• Support timely task completion and prevent SLA breaches.
• Accountable for remediating aged queries and enhancing client satisfaction.
• Maintain client fact documents and issue logs.
  

Process Improvement & Strategic Focus

• Identify and implement process improvements and test new features/functions.
• Develop and implement advanced solutions, contributing to the continuous improvement and streamlining of processing activities.
• Support implementation of new process ideas and strategic initiatives.
• Provide in-depth analysis to define root causes of client queries, anticipate needs, and develop innovative solutions for recurring issues.
• Contribute to short- and long-term projects and engage with global partners where necessary to meet client requirements.
• Participate in and support strategic initiatives aligned with Client Custody Services (CCS).

Qualifications:

Required

• Senior experience in global financial institutions, preferably in Custody Operations or securities processing.
• Relevant experience in cash management and financial services preferred.
• Proven senior business analytics capability with excellent end-to-end operational process understanding.
• Proven ability to drive change in complex, dynamic environments.
• Track record handling complex/sensitive situations, including risk identification and remediation.
• Experience leading diverse global teams and fostering development.
• Consistently demonstrates clear and concise written and verbal communication, with the ability to influence at senior levels.
• Self-reliant, results-oriented problem solver with a demonstrated ability to drive results in a fast-paced, goal-oriented environment.
• Strong organisational and project management skills; performs effectively under pressure and prioritises deadlines.
• Aptitude for utilising reporting tools and applications.
• Bachelor's degree or equivalent (Finance, Accounting, Math, or Management preferred).
  

Highly Desirable

• Third-Party Lending operations experience.
• Proficient in data analysis/interpretation.
• Familiarity with AI concepts/applications in financial services.
• Experience designing, implementing, and interpreting complex data models, dashboards, and reports for actionable insights.
• Proven ability to work effectively with global/international teams.

We offer:

#LI-AS3

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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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Primary Location Full Time Salary Range:

65 600,00 € - 98 400,00 €

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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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