Customer Service Sr Analyst

at Citigroup in New Castle, Delaware, United States

Job Description

Manage a portfolio of clients with a focus on delivering an exceptional banking experience. Responsible for being the designated point of contact for day to day complex client inquiries regarding Cash Management products.

Key responsibilities:

+ Day-to-day designated point of contact for a portfolio of key/high revenue global clients

+ Responsible to manage client inquires timely in an effort to avoid Out of Standard cases

+ Manage and own escalations to resolution through root cause analysis, creative problem solving strategies, and preventative measures

+ Able to lead new hire training sessions on specific products or procedures

+ Trend and analyze opportunities for client experience optimization, process efficiencies and risk mitigation

+ Identify and implement process improvements to reduce operating deficiencies and improve productivity across products and client services

+ Engage partners to focus on issues and opportunities that differentiate Citi in the view of our clients as an excellent service provider

+ Act as liaison with internal and external cross functional partners to deliver an excellent client experience

+ Ensure all transactions are executed in a timely and accurate manner to provide superior service

+ Through proactive engagement, understand the client’s service needs and gaps

+ Identify and action process improvements

+ Assist with PCM management; including creating, reviewing, and updating documentation

+ Perform regulatory, audit and control assessments including RCSA reviews

+ Create reports for internal and/or external distribution by understanding the needs of the clients

+ Maintain client portfolios for all feasible clients and ensure updates are made accordingly

+ Drive short and long-term projects

+ Perform system testing with regard to new features/functions

+ Assist with CoB (Continuity of Business) testing

Development value:

+ Relationships management skills – Increasing ability to develop client and partner relationships regionally and globally and navigate internal, vendor, and client organizations

+ Increased interpersonal skills – communication, presentation skills, and collaboration

+ Leadership skills – Assist with training and act as a peer coach, ability to multitask, influencing others, and ability to negotiate

+ Metrics / MIS – Perform trend analysis, utilization of various applications, including Business Objects and STaRS

+ Increased depth of overall Treasury and Trade Product knowledge


+ Excellent written and oral communication skills to interact with both internal partners and external clients

+ Superior analytical and creative thinking skills

+ Ability to train others

+ Effective in working cross functionally with global and regional clients and partners

+ Demonstrate ability to understand and address client needs and establish long term credibility and relationships with clients

+ Highly experienced self-starter that takes independent initiative


+ At least 3 years of cash management and financial services experience

+ 3+ years of client facing experience

+ Experience with internal products and systems preferred

+ Demonstrate professional verbal and written communication skills

+ Aptitude for utilizing reporting tools and applications

+ Excellent organization skills

+ Ability to drive results in a fast paced, goal oriented environment

+ Bachelor’s degree is beneficial

Job Family Group:

Customer Service

Job Family:

Institutional Customer Service

Time Type:

Full time

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 ( .

View the "EEO is the Law ( " poster. View the EEO is the Law Supplement (\EEO\Supplement\Final\JRF\QA\508c.pdf) .

View the EEO Policy Statement (\aa\policy.pdf) .

View the Pay Transparency Posting (\%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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Job Posting: JC190365834

Posted On: Aug 19, 2021

Updated On: Oct 16, 2021