Customer Service Analyst 1

The Customer Service Analyst 1 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**: - Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues - Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards - 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 - Ensure the correct handling of our customer’s information treating it according the corresponding policies - Follow all the procedures and instructions based on regulatory requirements for all the served countries - Identify and implement improvement opportunities based on customer interactions to reduce queries, time of response or improve customer experience - Provide customer service and timely resolution to high profile & sensitive clients - Conduct necessary analyses to address client needs - Communicate resolutions to clients - Be part of the Continuity of Business team in Tampa for Citiservice North Hub process. - Serve as single point of contact for internal partners and external clients, interacting with key teams to identify and resolve issues - Ensures customer inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards - 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 - Ensure the correct handling of our customer’s information treating it according the corresponding policies - Follow all the procedures and instructions based on regulatory requirements for all the served countries - Identify and implement improvement opportunities based on customer interactions to reduce queries, time of response or improve customer experience - Provide customer service and timely resolution to high profile & sensitive clients - Conduct necessary analyses to address client needs - Communicate resolutions to clients - Be part of the Continuity of Business team in Tampa for Citiservice North Hub process. **Qualifications**: - Previous relevant experience preferred - Experience in customer service - Proven investigative, analytical and risk management skills - Demonstrated ability to present concepts and influence/lead change - Consistently demonstrate clear and concise written and verbal communication - Consistently deliver high-quality customer service with focus on building client relationship and achieving quality results **Education**: - Bachelor's degree/University degree or equivalent experience **Technical Skills** - Excel - Basic level - Office tools - Basic/Intermediate level - Knowledge of digital tools - Basic level - English - Intermediary level: verbal and written communication - Spanish - High level: verbal and written communication - **Job Family Group**: Customer Service - **Job Family**: Institutional Customer Service - **Time Type**: Full timeCiti 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