Bilingual Client Services Analyst

Citibank (Switzerland) AG; Toronto; Hybrid; CAD 79,000 - 111,000; Full time

Job summary

Citibank (Switzerland) AG in Toronto is seeking a bilingual Client Services Analyst to resolve client queries and support the Customer Service team. You will manage a portfolio of high-profile clients, provide escalation support, and drive process improvements to enhance client experience.

The role requires 2-5 years of customer experience, fluency in French and English, and strong analytical and communication skills.

Qualifications

• 2-5 years of customer experience.
• Fluent in French and English (written and verbal).
• Experience in a business/financial environment preferred.
• Strong project management and organizational skills.
• Ability to manage risk and take accountability.
• Clear and concise written and verbal communication with stakeholders.
• Investigative and analytical skills.
• Consistently deliver high-quality customer service and build client relationships.

Responsibilities

• Manage a portfolio of high-profile clients and resolve queries promptly.
• Provide coaching and be a point of contact for escalations.
• Maintain client relationships through regular calls and meetings.
• Inform clients about problems and provide resolution updates.
• Advise on process improvements to enhance client experience.
• Escalate feedback and processing delays.
• Support audits, reporting, and capacity planning.
• Ensure risk controls and compliance.

Skills

Bilingual (French & English)

Customer experience

Project management

Risk management

Analytical skills

Communication skills

Influence stakeholders

Education

Bachelor's degree

Job description

## Bilingual Client Services AnalystApply: Hybrid: Toronto - Canada: Full time: Posted Today: 26998775The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support 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:*** Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards* Provide coaching and support to team and serve a point of contact for esclations* Develop and maintain client portfolio through regular calls and face to face interaction, as needed* Inform clients about problems (system failures, market issues) and provide regular resolution updates* Advise on and advocate the implementation of process improvement and reengineering to improve client experience* Maintain knowledge of new market and regulatory requirements affecting client portfolio/base* Escalate customer feedback, processing delays and errors appropriately* Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary* Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment* Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives* 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:** * 2-5 years of customer experience* Language - We require written and verbal fluency in French and English* Relevant experience (business/financial environment) preferred* Demonstrated project management and organizational skills to prioritize multiple tasks* Proven self-reliance and accountability and ability to manage risk* Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders* Proven investigative and analytical skills* Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results**Education:** * Bachelor's degree/University degree or equivalent experience ------------------------------------------------------## **Job Family Group:**Customer Service------------------------------------------------------## **Job Family:**Institutional Customer Service------------------------------------------------------## **Time Type:**Full time------------------------------------------------------## **Primary Location Full Time Salary Range:**$79,320.00 - $110,680.00