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

The Sales and Client Engagement Support (CES) Analyst will provide support to the IPB U.S. clients by interacting on recorded telephone lines when capturing instructions. The CES will assist the IPB U.S. Sales and Client Engagement Teams, Client Administrative Teams, Operations Team and Citphone Team on the following:

• Field IPB U.S. customer calls to execute their requests
• Follow Citiphone procedures when handling customer calls
• Optimize every customer contact to assess additional customer needs and uncover additional sales opportunities
• Comply with Citi Personal Investments International and regulatory policies and procedures to ensure the safety and security of the bank and customer assets.
• Support introduction of customers to the Citi platform to subsequently servicing and deepening relationship, actively engaging in customer service and administrative support.
• Directly responsible for providing timely responses to customer service requests, received via telephone or email. Channel such requests to the appropriate service and or back-office team(s) or performing necessary callbacks all the while following the necessary governing procedures for each channel,
• Assist delivering high frequency of contact to guarantee close customer engagement, great service, and attention to customer needs. Optimize every customer contact to assess customer needs and service.
• Handle client inquiries, requests, complaints adhering to Citi policies and procedures; and resolve problems challenges presented to our customers in order to achieve the highest possible client experience.
• Comply with Citi Bank North America (CBNA) and regulatory policies and procedures to ensure the safety and security of bank and customer assets.
• Follow and comply with performance requirements for Call Quality Monitoring Guidelines both qualitative and quantitative as measured.
• Deliver best client experience and perform other duties, as assigned by Management including answering necessary callback requests and performing necessary outgoing wires while following the MPP Guidelines for IPB U.S. and maintaining the necessary Dodd-Frank regulatory requirements.

Qualifications

• Experience in managing relationships, providing service.
• 3 – 5+ years of experience as a Personal Banker, experience in Sales or Customer Service within financial services (banking, insurance, investments).
• Bachelor’s degree in Finance, business, or related field.
• Maintain a current and proficient understanding of progressively complex products and services.
• Ability to build, foster, and maintain positive professional relationships.
• Devotion to high-quality customer service.
• Knowledge of IPB US Products and Services with operational procedures
• Knowledge of IPB US processing systems (Eclipse, Citismart, CWS, DMS, RSM, OneSource, CBOL, NOWL, Wires)
• Excellent interpersonal communication skills.
• Knowledge of relationship management best practices.
• Problem solving and conflict resolution capabilities.
• Ability to multi-task and work in a fast-paced environment.
• Ability to prioritize multiple customer needs or issues and call center experience a plus.
• Good time management and problem solving skills.
• Highly effective verbal and written communications skills.
• Analytical skills (Assessment/ Decision Making/ Problem Solving)
• Bilingual – English and Chinese (Mandarin and\or Cantonese) other relevant language based on portfolio/market concentration. Schedule will be mid-shift to evening.
• Computer literate; proficient Microsoft Office user (i.e. Excel, Power Point)

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

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Time Type :Full time

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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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