The Customer Service Associate Analyst 2 is an entry-level position responsible for assisting in customer related activities and providing resolutions 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:

• Provide operational support across function, including administering defined procedures, performing analysis and preparing reports
• Provide first-level technical phone, email, and customer support for federal agencies and financial institutions
• Log, manage, and own cases through to a timely resolution and assist with root cause analysis and identifying fixes and preventative measures
• Ensure all cases are updated on a regular basis and clients are advised of status
• Interact with internal teams and external financial teams and partners
• Support end-to-end file transmissions through the Treasury Web Application Infrastructure
• Provide customer service and timely resolution to high profile & sensitive clients
• 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.

Qualifications:

• 0-2 years of relevant experience in help desk and/or application support preferred
• Proven relationship building and customer service skills

Education:

• Bachelor's degree/University degree or equivalent experience

In depth understanding of the Collections business. Uses advanced negotiation skills to resolve delinquency issues on account that have already charged off and are reporting to credit reports. Be able to manage diverse array of products, which include Corporate, DOD and Government accounts.   Help to coaches/trains lower level Collectors and new team members as needed.  High degree of self-management.

Key Responsibilities:

• Prioritize workflow to determine which accounts are riskier
• Conducting investigations and skip tracing in order to locate customers
• Taking end to end accountability for assigned portfolio of accounts
• Coach less experienced Collectors when needed
• Review accounts for training opportunities
• Evaluate customer situation to determine payment options
• Understand and comply with all regulatory requirements and quality standards
• You may be working with a partner so will have to have the ability to build strong partnerships with others, inside and outside the team.
• Have excellent communication and negotiation skills.  A superior phone manner is essential to this role
• Have a high attention for detail
• Be an active team member
• Have the ability to determine appropriate collection steps in order to gain a ‘win/win’ solution for both the Bank and Customer
• Excellent analytical, decision-making and problem solving skills

-------------------------------------------------

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.

To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
To view the EEO Policy Statement CLICK HERE.
To view the Pay Transparency Posting CLICK HERE.