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.
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
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
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
Bachelor's degree/University degree or equivalent experience
Job Family Group:
Institutional Customer Service
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