Customer Service Analyst

Customer Service Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Are you looking for a career move that will put you at the heart of a global financial institution? Then bring your skills in analysis, problem solving and communication to Citi.

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.

Team/Role Overview

The role is within the Digital client support team for our Global clients based in the Olsztyn Service Centre. Knowledge and understanding of the products our clients use and the ability to support a wide range of queries and requests is required to be successful in this role. The team is looking for a dynamic individual who will deliver best class support to our clients: Handle incoming Client queries in an efficient and effective manner. Support and strengthen Client needs in an efficient, effective and professional manner and handle exceptional requests.

What you'll do

• Provide Comprehensive Technical Support: Deliver technical support for all Electronic Banking applications, including thorough investigation of digital client support queries, ensuring regular updates are provided to both clients and colleagues, and achieving monthly and weekly resolution goals for delivery effectiveness.
• Performance Accountability and Reporting: Maintain accountability for all aspects of service delivery by monitoring key performance measures, and accurately collate and report key team performance metrics (MIS) to track and demonstrate effectiveness.
• Proactive Incident and Trend Identification: Actively identify and escalate potential incidents or developing situations, such as outages, that could lead to client complaints, alerting management in a timely manner. Proactively identify emerging issues and trends through diligent review of MIS.
• Root Cause Analysis and Continuous Improvement: Conduct in-depth root cause analysis for identified issues and trends, working collaboratively with relevant teams to implement corrective actions. Continuously seek and implement quality and process improvements across all operations.
• Innovation and Tool Optimization: Drive innovation by regularly reviewing internal processes within teams to identify efficiencies. Ensure that all available tools are optimally utilized and support the delivery of services in alignment with the established intensity model.
• Adherence to Professional Standards: Champion and lead by example in the adoption and adherence to departmental standards, including Email Etiquette. Monitor and track improvements in these areas, fostering an "on-the-spot feedback" culture to reinforce best practices.
• Stakeholder Engagement and Communication: Effectively represent the Digital Client Support team in cross-departmental meetings, knowledge forums, and client conference calls as required. Support internal communication efforts, such as compiling 'Who's Who' information, to enhance awareness of roles and responsibilities and ensure appropriate query escalation.
• Compliance and Client Experience Initiatives: Ensure strict compliance with all corporate policies, practices, and adherence to audit and regulatory requirements. Actively participate in CAR (Client Action Request) and VOC (Voice of the Customer) processes and contribute to Client Experience projects to enhance overall client satisfaction.

What we'll need from you

• Knowledge of Digital Support applications is beneficial
• Strong problem solving ability
• Excellent customer service skills
• Experience with managing client relationships and delivering a high level of service
• Ability to cope with multiple issues at the same time with varying priority
• Unquestionable ethics, personal integrity, an understanding of implications of decisions and client confidentiality
• Commitment to excellence
• Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.

What we can offer you

By joining Citi Solutions Center Poland, you will not only be part of a business casual workplace with a hybrid working model (currently up to 2 days working at home per week), but also (potentially, subject to final offer) receive a competitive base salary and enjoy a whole host of additional benefits which can include:

• Employer paid Defined Contribution Pension Plan contribution of 6% of employee's pensionable earnings (PPE Program)
• Employer paid Private Medical Care Package for employees and Private Medical Care Packages for certain family members available at preferential rates
• Employer paid Life Insurance Program for employees and Life Insurance for certain family members available at preferential rates
• Employee Assistance Program financed by Employer
• Paid Parental Leave Program (maternity and paternity leave; statutory and 2 weeks additional paid paternity leave)
• Sport Card for employees subsidised via Social Benefits Fund and Sport Cards for certain family members available at preferential rates
• Additional benefits from Company's Social Benefit Fund, in particular: Holidays Allowance, support for sport and cultural activities, team building events.
• Additional day off for volunteering
• Cafeteria/ flex benefit – a company benefits system which enables employees to select and purchase benefits offered by a provider and available for employees on the platform.
• Opportunity to receive an annual discretionary incentive award
• Special offers and discounts for employees

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 energized 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