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Citigroup Customer Service Analyst 2 with German in Dublin, Ireland

The Customer Service Analyst 2 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 all their queries are acknowledged, investigated and resolved in a timely and professional manner and in line with departmental standards

  • At times, depending on client, act as their ‘Single Point of Contact’ for all their queries globally

  • Deputize for Team Leader

  • Act as an escalation point of contact

  • Lead and participate in cross departmental initiatives

  • Be involved and understand Monetary Claim issues

  • Proactively review and resolve problems by conducting necessary analysis, liaising with internal teams and departments across the globe, with escalation where required

  • Drive client satisfaction for given portfolio – including regular proactive calls and visits where required.

  • Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Host review calls to discuss and analyze these and work with clients to improve their productivity improve their productivity & usage of self-service tools where applicable

  • Develop and maintain excellent client contacts and materials, supported by face to face customer visits and calls

  • Proactively inform customer about problems (system failures, market issues) and provide regular updates to resolution of issue

  • Escalate customer feedback, processing delays and errors appropriately

  • Co-ordinate and control special transactions (mergers/acquisitions/tax payments etc) where applicable

  • Keep updated on all new market and regulatory requirements affecting client portfolio/base

  • Service specific customer enquiries accurately and in a timely manner in line with departmental standards

  • Provide service and interact with colleagues in line with Citi values and policies.

  • Participate and Lead in department projects and initiatives

  • Proactively aim to reduce query volume and promote self-service

  • Ensure 100% logging and management of all Client interactions on Service Tracking and Report System (Auto-load), an automated query login system.

  • Initiate Digitization projects to reduce queries through automation & selling self-service model. Eg; E-statements, E-swift, E-Advices, Payment Insights etc.

  • Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer. Request clients to participate in the Voice of Client surveys.

  • Communicate Clients regarding outages, product updates, institutional and regulatory requirements

  • Answer client calls within the department standard.

  • Coordinate satisfaction surveys and take appropriate action based on feedback provided by Customer.

  • Request clients to participate in the Voice of Client surveys.

Experience and Skills

  • Fluent German and English is a requirement

  • Experience in Customer Services and/or Finance

  • Experience of successfully building a trusted network of people who have assist them in

  • achieving their goals

  • Experience working with a diverse range of cultures and being able to adapt to the localized methods of communication

  • Proven track record of managing client relationships and delivering high quality customer

  • service

  • Fluency in English is essential and 1 European language here required (2 is advantageous)

  • Knowledge of Citi systems & platforms advantageous (Citi FT, Flexcube, STaRS, LMS)

  • Must have proficient use of all Microsoft Applications ( Word, Excel, Access, PowerPoint),with very strong computer/technical skills

  • Experience in a fast paced team environment, with being a senior member or SME in this team being an advantage

  • Excellent communication skills : verbal and written (experience in business/financial environment)

  • Client focused – (Meet and exceed expectations)

  • Delivers quality results- Ability to influence stakeholders to achieve results

  • Accountable and self-reliant

  • Manages Risk

  • Superior investigative and analytical skills with proven ability to understand and interpret statistics and metrics

  • Build relationships easily

  • Ability to plan and organize efficiently (prioritize)

  • Excellent problem solving skills

  • Proven record of process improvement

  • Crisis Management skills

  • Excellent time management & prioritisation skills

  • Has the required influencing and persuasion skills to assist colleagues

  • Education:

  • Bachelor's degree/University degree or equivalent experience


Job Family Group:

Customer Service


Job Family:

Institutional Customer Service


Time Type:


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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

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

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