Customer Service Analyst (Hybrid)

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in communications and customer service.

Shape your career with Citi in Dublin. By joining Citi, you will become part of a global organisation whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

Citi has had a presence in Ireland since 1965, it was one of the first foreign banks to open an office in the country and is the Citibank Europe Plc Headquarters. 

Team / Role Overview

CitiService® main objective is to be the Best-in-Class Service provider by driving a Digital First agenda, delivering a consistent experience and leveraging our global network. CitiService® is

an integrated customer support line for after-sales service dedicated to delivering accurate, timely and professional response in every client interaction.

The Client Service Officer (CSO) is an intermediate-level position and responsible for providing clients with excellent support and experience in coordination with the Client Service team.

The overall objective of this role is to deliver Best-in-Class experience to our clients addressing issues and providing ongoing client service support.  The successful candidate for this high impact role requires strong problem solving, proactive and client management skills, as well as an exceptional understanding of the commercial and corporate banking environment.

What you will do

• Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed
• Train & guide clients on online banking platform and digital tools
• Inform clients about problems (system failures, market issues) and provide regular resolution updates. Escalate customer feedback, processing delays and errors appropriately
• Advise on and advocate the implementation of process improvement and reengineering to improve client experience
• Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
• Complete tasks such as reviews, audit preparation, reporting and maintain control environment.
• Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
• Partner with key stakeholders to deliver the best experience for our client

What we’ll need from you

• Bilingual/Multilingual – Fluent in English as well one or more of the following languages -  Spanish, German, Italian & French
• Relevant experience - Client Service preferred. Knowledge of Commercial Bank or Corporate Bank business
• Self-starter, motivated, eager to learn and operates with a sense of urgency as well as ownership. Proven self-reliance, accountability and ability to manage risk.
• Demonstrated client management and organizational skills to prioritize multiple tasks
• Ability to manage multiple competing priorities, and take ownership of various parts of a project or initiative
• Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
• Proven investigative and analytical skills with strong delivery of results
• Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results

What we can offer you

By joining Citi Dublin, you will not only be part of a business casual workplace with a hybrid working model (up to 2 days working at home per week), but also receive a competitive base salary (which is annually reviewed) and enjoy a whole host of additional benefits that support you (and your family) to be well, live well and save well. Discover more here.

Alongside these benefits Citi is committed to ensuring our workplace is where everyone feels comfortable coming to work as their whole self every day.  We want the best talent around the world to be energised to join us, motivated to stay, and empowered to thrive. 

Sounds like Citi has everything you need? Then apply to discover the true extent of your capabilities.

#LI-MM2

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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.

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