Customer Svc Intmd Analyst

hace 6 meses

Bogota, Colombia Citi A tiempo completo

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, analyzing client service requests and defining and executing action plans involving data analysis and investigation and developing tailored training sessions or hosting massive events in order to promote Digital adoption of Digital Channels and Electronic Banking solutions.

**Responsibilities**:

- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
- Research and analyze client service requests, operation, and digital profile to define an action plan to promote adoption of Digital Channels and Electronic Banking Solutions.
- Coordinate sessions with clients to understand their needs and provide advice on the benefits of using Digital Channels and Electronic Banking Solutions.
- Deliver client training of digital product based on client’s needs.
- Provide coaching and support to team and serve a point of contact for escalations
- Develop and maintain client portfolio through regular calls and face to face interaction, as needed
- Have an advisory mindset with the client to ensure the accomplishment of our digital strategy.
- Provide high Class service to the top tier corporate clients, identifying root causes and implementing action plans to improve customer experience
- 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

**Qualifications**:

- 3-5 years of experience in a related role
- Client facing experience.
- Excellent public presentation skills.
- Proactive/Creative/Innovative Mindset
- Client and results oriented
- Bilingual in english, must be able to maintain fluent communications with clients.
- Tech support experience.
- 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

Inglés Avanzado oral y escrito
- **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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