Client Success Senior Analyst

hace 3 días

Colombia Citi A tiempo completo

**Responsibilities**:
**Key Responsibilities**:

- Assist with cross functional projects, assume informal/formal leadership role within teams, and assist with coaching and training of new recruits
- Act as the first point of escalation to provide guidance and resolution to client related issues.
- Deliver high quality service to customers through meeting or exceeding customer expectation guided by service level agreements and efficiency/accuracy standards.
- Ensure customer inquiries are answered in an efficient and timely manner and proactively to offer the best user experience
- Responsible for client and user setups and enabling onto Citi’s FX trading platforms.
- Where enabling forms are needed, handhold clients with platform enablement forms
- Track the platforms’ user enabling process from start to finish
- Serve as a single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues
- Conduct analyses to address client needs
- Inform clients about service disruptions (e.g. bugs) and provide regular resolution updates
- Assist clients with trade settlement tracking and after-trade requests
- Ensure awareness and full compliance with internal processes, regulations, policies, guidelines, procedures, and practices.

**Qualifications**:

- Passion for customer support in the services industries
- Customer focus with excellent communication and interpersonal skills
- Intermediate to senior level experience in a related role. Team leadership experience is a plus.
- Influencing and relationship management skills.
- Proficiency in spoken and written English
- 5-8** **years of banking, FX, fintech, payments or startup experience, preferably in customer services or marketing support or operations
- Ability to work under pressure
- Analytical and problem solving skills

**Education**:

- Bachelor’s/University degree or equivalent experience
- Proficient English skills
- **Job Family Group**:
Customer Service
- **Job Family**:
Institutional Customer Service
- **Time Type**:
Full time
- Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting

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