Role at a glance
- Job function
-
Customer Support & Contact Center Customer Support
- Salary
- Not Disclosed
- Location
- Toronto, Canada
- Work arrangement
- Hybrid
- Employment
- Full-time
- Experience
- 2-5 years of customer experience
- Education
- Bachelor's degree/University degree or equivalent experience
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We’ll check it against the original posting.
Role Summary
The Customer Service Intermediate Analyst supports clients by investigating and resolving customer issues and providing ongoing service. The role manages a portfolio of high-profile clients and coordinates with internal teams to address inquiries and operational issues.
What You'll Do
- Acknowledge, investigate, and resolve client queries in a timely and professional manner, in line with departmental standards.
- Maintain client relationships through regular calls and face-to-face interactions as needed, and provide updates about system failures,...
- Coach and support the team, serve as a point of contact for escalations, and appropriately escalate customer feedback, delays, and errors.
- Analyze problems and liaise with internal teams as needed to resolve escalated issues.
- Advise on process improvements and participate in client experience, inquiry-volume reduction, and cross-departmental initiatives;...
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
2-5 years of customer experience; written and verbal fluency in French and English; a bachelor's/university degree or equivalent experience; project management and organizational skills; self-reliance and accountability; ability to manage risk; clear and concise written and verbal communication; ability to influence stakeholders; investigative and analytical skills; and a focus on client relationships and quality results.
Required
- Written and verbal fluency in French and English.
- Demonstrated project management and organizational skills to prioritize multiple tasks.
- Proven self-reliance and accountability and ability to manage risk.
- Clear and concise written and verbal communication with ability to influence stakeholders.
- Proven investigative and analytical skills.
- Ability to deliver high-quality customer service focused on building client relationships and achieving quality results.
Preferred
- Relevant experience in a business/financial environment preferred.
Original job description
Content provided by the employer
Original job description
Content provided by the employer
The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support 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:
- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
- Provide coaching and support to team and serve a point of contact for esclations
- Develop and maintain client portfolio through regular calls and face to face interaction, as needed
- Inform clients about problems (system failures, market issues) and provide regular resolution updates
- Advise on and advocate the implementation of process improvement and reengineering to improve client experience
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Escalate customer feedback, processing delays and errors appropriately
- Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
- Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
- 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:
- 2-5 years of customer experience
- Language - We require written and verbal fluency in French and English
- Relevant experience (business/financial environment) preferred
- Demonstrated project management and organizational skills to prioritize multiple tasks
- Proven self-reliance and accountability and ability to manage risk
- Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
- Proven investigative and analytical skills
- Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
Education:
- Bachelor's degree/University degree or equivalent experience
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Job Family Group:
Customer Service------------------------------------------------------
Job Family:
Institutional Customer Service------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Primary Location Full Time Salary Range:
$79,320.00 - $110,680.00------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Automated Processing and AI
We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
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This job opening is for an existing job vacancy.
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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.
About the company
Citi
Large Enterprise
Citi is a global financial services corporation that offers a wide range of financial products and services, including consumer banking, credit, investment banking, and wealth management. With a presence in nearly 100 countries, Citi serves millions of customers, from individuals and small businesses to large corporations and governments. The company is dedicated to innovation and sustainability, actively working to support economic growth while addressing environmental and social challenges. Citi’s commitment to providing exceptional service and fostering diverse talent makes it a prominent choice for students aspiring to build a career in finance and banking.