The Customer Service Associate Analyst 2 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.

Responsibilities:

• Provide operational support across function, including administering defined procedures, performing analysis and preparing reports
• Provide first-level technical phone, email, and customer support for federal agencies and financial institutions
• Log, manage, and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures
• Ensure all cases are updated on a regular basis and clients are advised of status
• Interact with internal teams and external financial teams and partners
• Support end-to-end file transmissions through the Treasury Web Application Infrastructure
• Provide customer service and timely resolution to high profile & sensitive clients
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 0-2 years of relevant experience in help desk and/or application support preferred
• Proven relationship building and customer service skills

Education:

• Bachelor's degree/University degree or equivalent experience

The Sales and Client Engagement Support Analyst will provide One-Step-Resolution ensuring incoming requests from the IPB U.S. Branches, IPB franchise offices located outside the U.S., and Sales Team are prioritized and managed according to established policies and procedures, business and regulatory and any and all exceptions follow established guidelines. The requests from the IPB U.S. Sales Team will come over the phone, email, an RSM case or IM.

Key Responsibilities:

• Follow up on all escalations from Sales and Client Engagement team through completion
• Channel all applicable transaction requests and complaints to the appropriate areas within Operations and Customer Care
• Collaborate with various operational units to ensure timely resolution of pending items
• Support special projects or requests as needed, including team presentations or metrics support
• Lead weekly calls with the sales office located across the U.S. and South America to assess service needs, training needs, and process clarification
• Assist with daily MIS reports
• Challenge the status quo; identify, propose and implement new initiatives as needed by proposing solutions that will better the client experience
• Analyze metrics on top escalations
• Report trends of escalations to Senior Management and promote changes to address a reduction in escalations by implementing process changes, system enhancements, or further training as needed
• Complete training material to address gaps in processes, system navigation as well as procedures
• Present material to team members and Sales Team as needed
• Maintain training material to ensure material is kept up to date
• Manage projects and other activities as required by management

Qualifications

• Ability to use Microsoft tool suite (Word, Access, PowerPoint), advanced use of MS Excel
• Knowledge of IPB US products, services and operational procedures
• Knowledge of IPB US processing and non-processing systems (Eclipse/CitiSmart/CWS, Rainbow Servicing Manager), STaRs/PEGA, Document Management System (DMS), CitiDocs, OneSource, and CBOL
• Strong organizational and decision making skills. Detailed oriented. (Organization/ Prioritization Abilities/ Multi-tasking in fast paced environment)
• Excellent verbal/written communication skills (positive feedback, active listening, resolving breakdowns)
• Excellent interpersonal skills
• Willing self-learner and proactive
• Problem solver - Takes the initiative to resolve the problem, understand root cause and work on permanent solutions
• Proactively involved to follow-up process until its completion
• Strong customer service orientation (customer service experience with internal/external clients a plus).
• Bi-lingual: English and Spanish (Portuguese is a plus)
• Positive attitude, strong analytical skills and leadership influence, change promoters
• Analytical skills (Assessment/ Decision Making/ Problem Solving)
• Flexibility and ability to manage change

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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