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Cstmr Svc Intmd AssocAnalyst

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Job Details
Job Order Number
JC150177949
Company Name
Citigroup
Physical Address

Newark, DE 19713
Job Description

Key responsibilities:

• Provide phone, email, and Help Desk support for multiple government web-based applications, including in depth technical troubleshooting with agency users and their IT Support; make troubleshooting decisions based on agency’s unique security settings and criticality of user inquiry.

• Log, manage, and own cases through resolution and assist with root cause analysis, identify fix and preventative measures. Ensure all cases are updated on a regular basis and clients are advised of status in adherence to service level agreements.

• Provide superior service and timely resolution to high profile and sensitive clients as unresolved issues may result in a large negative financial impact. Use of critical thinking and solid judgment skills needed to mitigate possible reputational risk.

• Maintain or exceed key performance identifiers at or above published expectations.

• Complete daily tasks such as system validations, handling rejected items, internal and external reporting, shift turnover and delegating incoming customer inquiries to team.

• Validation of high dollar amount file transmissions and escalate as needed.

• Conduct user recertification process, user account management, security reporting, on-board/maintain agency and financial institution accesses in multiple applications.

• Remain up-to-date with product knowledge around new functionality and releases on supported products; assist with implementing training as necessary.

• Interact with internal and external Technology, Deployment/Implementations, Testing, Financial Institutions, and other government teams and partners.

• Assist with the customer onboarding of new products for supported applications.

• Send communications to an audience of up to 20,000 global customers for multiple applications.

• Assist with User Acceptance Testing for new features and functions and perform post application release validations, compile results and report to Technology Teams.

• Identify and assist with implementing process improvements and efficiencies to reduce operating deficiencies, improve productivity and mitigate risk.

• Support the training and development of other team members and drive positive change to improve the client’s experience.

• Support senior team members during stretch assignments.

• Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage.

• Manage process documentation including creating, reviewing and updating as needed.

• Adhere to compliance PII and SBU standards and stay up to date on required training.

• May include additional responsibilities such as client site visits, knowledgebase management, internal projects and all other duties as assigned.

Job qualifications:

• 3+ years’ experience in Help Desk and/or application support

• Previous Customer Service experience preferred

• Bachelor’s degree or equivalent job experience

• Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems

• Proficient in all Microsoft applications

• Excellent written and verbal communication skills to interact with both internal partners and external clients at all levels

• Ability to present technical/analytical information to both non-technical and technical audiences

• Demonstrated ability to appropriately respond under pressure and effectively multi-task in a fast paced environment

• Detail oriented with good organizational skills

• Superior analytical abilities and innovative thinking skills

• Ability to assess complex processes and deliver practical solutions

• A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment

• Knowledge of Public Sector business a plus

• U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position

• Must pass an extensive background check (renewed every 5 years)


Grade :All Job Level – All Job FunctionsAll Job Level – All Job Functions – US


Time Type :Full time


Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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 CLICK HERE at https://www.citigroup.com/citi/accessibility.html .

To view the “EEO is the Law” poster CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf . To view the EEO is the Law Supplement CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf .

To view the EEO Policy Statement CLICK HERE at http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf .

To view the Pay Transparency Posting CLICK HERE at https://www.dol.gov/ofccp/pdf/pay-transp_unformattedESQA508c.pdf .

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


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