AVP - Customer Service Sr Analyst (Hybrid)

The Institutional Customer Service Sr Analyst is an intermediate management-level position responsible for providing full leadership and direction of a team to provide client resolution and support in coordination with the Customer Service team. The overall objective of this role is to ensure the seamless delivery of customer service support to external clients.

Responsibilities:

• Develop end-to-end service and process improvement plan to support improved quality service for High Intensity clients. Deliver global consistency in appearance as well as processing; ensure internal hands-off are invisible to customers. Identify potential enablers/barriers to success
• Drive team to deliver against improved customer satisfaction scores, key performance and productivity indicators/metrics
• Oversee the resolution of client inquires, complaints, and issues related to our online banking platforms, ensuring timely and effective outcomes.
• Interface internal counterparts and business partners to ensure transfer of best service practices.
• Be both and advocate and responsible for the customer’s voice inside of Citi. Oversee the roadmap for a successful relationship with a client by understanding the clients service needs and gaps in delivery
• Manage and monitor client satisfaction levels through Scorecards, Standard reviews, client at risk calls, and service call monitoring. Perform periodic client service reviews and needs analysis with other TTS business partners.
• Client support will include coordinating and organizing education and training where needed by internal and external clients. Partner with product and sales and appropriate management both regionally and global on service levels, issues and improvements that will support building strong client relationships. This will include focus on increasing client use of technology for self-servicing where it is available. In addition, the Service Manager may support and contribute to new business proposal as needed.
• Establish, provide input, and track operational metrics and service Delivery requirements to achieve business goals. Participate in communication sessions with local, regional and global constituents to drive Client satisfaction.
• Taking regional ownership of client servicing issues and facilitating their resolution; engaging Citi business partners, leading the Client Experience team in focusing on issues and identifying opportunities to further differentiate Citi as an industry-leading service provider.
• Maintaining a detailed understanding of the client’s profile, managing adherence to agreed service levels and leading regular service reviews to ensure client satisfaction.
• Establishing, providing input, and tracking operational metrics and service level requirements to achieve business goals Managing our internal Client at Risk process and supporting escalation resolution

Qualifications:

• 5-8 years of relevant experience
• Intermediate to senior level experience in a related role
• Proficient project management skills
• Influencing and relationship management skills
• Ability to work under pressure, manage multiple tasks, prioritize and manage time effectively
• Deep Knowledge of TTS products
• Familiarity with banking systems (e.g. SWIFT)
• Knowledge of payment methods (e.g. ACH and wire transfer)
• Strategic Planning
• Very good knowledge of risk, compliance, corporate policies, and procedures
• Strong at process improvement skills; Proficient in workflow analysis, process and systems or analytical thinking.
• Excellent written and oral communication skills and effective in working cross functionally
• Fluency in English (written and verbal); Spanish and/or Portuguese is a plus

Education:

• Bachelor's degree/University degree or equivalent experience

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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.

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