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Client Mgt IntmdAssocAnalyst

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Job Details
Job Order Number
Company Name
Physical Address

New Castle, DE 19720
Job Description

The Client Mgt IntmdAssocAnalyst is a developing professional role which integrates in-depth specialty knowledge with a solid understanding of industry standards and practices; demonstrates good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses’ core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.


+ Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end.

+ Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.

+ Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.

+ Resolves inquires and manages customer issues based on empowerment grid to higher prescribed limits.

+ Mentors and trains new Client Experience Specialists.

+ Uses excellent communication skills to exchange information in a concise manner, as well as be sensitive to audience diversity

+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.


+ 2-5 years relevant experience

+ Experience in client facing level 1 tech support or client service • Excellent attention to detail and excellent problem solving skills • Excellent interpersonal, verbal & written communication skills • Ability to thrive in a high volume team environment • Ability to educate clients on navigation and functionality in a virtual environment • Experience working directly with clients • Ability to analyze potential issues, document the relevant details and escalate to the appropriate tech/product • Excellent organizational, time management, and prioritization skills


+ Bachelors/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Key Responsibilities

+ Receive and analyze file related inquiries/issues, diagnose problem types, assign priority, and initiate next steps including the escalation of tickets to the next level of tech support or management if applicable.

+ Act as the liaison between Clients/Internal Parties/Technology to provide status updates and resolution details.

+ Proactively notify clients of issues/file failures identified by internal sources.

+ Log, update and track all inquiries in the STaRs ticket tracking system and the Service Now ticket tracking system (if applicable).

+ Ensure timely status updates and resolution of inquiries by monitoring pending ticket queues and Service Level Agreements (SLAs), and chasing appropriate parties to provide updates.

+ Presents information in ways to make complex, technical concepts clear and understandable to end-users.

+ Ensure timely, accurate, and professional responses to clients via phone/e-mail

+ Remain current with product/technical knowledge, new functionality/releases and follow established procedures.

+ Effectively manages time and priorities to meet deadlines

+ Build strong relationships with teammates, Product, Technology, Client Service and other regional and global teams to facilitate timely resolution of issues

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.

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

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